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Raycom support center aims at delivering the best of the support services to our customers to achieve business objectives with prompt and time efficient response to IT network issues
RayCom Technologies
Support Center
Raycom support center aims at delivering the best of the support services to our customers to achieve business objectives with prompt and time efficient response to IT network issues.
To provide our best support services to all business sectors across the the country,sub region and across the world. Achieve our SLA targets to above 90% and thus achieve maximum customer satisfaction and to be a leader in providing IT services support
Raycom Technolgoies
Support Programmes
Raycom performs after sales installation of the equipment supplied. We provide services of Project management in order to complete our projects on time. The final handover is done with complete UAT performed by customer IT support head and the engineer concerned. The configurations are set as per the requirements set during project planning process. Any issues incurred during the installation are properly diagnosed and escalated to meet the target completion dates.
- After Sales Support
- Installations
- Configurations and Setup
- Diagnosis
Raycom bears the responsibility for changing the faulty parts and provide maximum up time to the customer network.
Raycom Technolgoies
Annual Maintenance
Smart Care and SLa
We offer three smart care maintenance namely: Smart care-Platinum, smart
SMART CARE-PLATINUM
SMART CARE-GOLD
SMART CARE-SILVER
ADVANCED PARTS REPLACEMENT
As part of our effervescent support plans and ever customer oriented process we believe in providing advanced parts replacement services to our esteemed customers.
Raycom Technolgoies
SUPPORT POLICIES & PROCESS
The goal of the remote support process is to ensure that best practices, methods and procedures are followed for timely and process oriented handling of all service call tickets raised for Remote Technical support .The process must consider the risk, priority and complexity of the requests.
Following the process will provide the benefits which would include the following :
Following the process will provide the benefits which would include the following :
- Improved Incident and problem management through the use of valuable management information
- Enhances the ability and effectiveness of staff to perform their jobs
- Facilitates coordinated effort in handling the prevention of further issues.
- Gives better scope to attend Tickets in volume.
| ROLE | TEAM | RESPONSIBILITY |
|---|---|---|
| Service Requestor | Customer | Customer to log complain for service request |
| Service desk | Service desk agent | Responsibility to receive the customer complain and log a ticket in the Customer complaint database.Assign the ticket to the Engineer,Provide the ticket no. to the customer |
| Remote support centre | Engineers | Responsibility to handle the assigned call check for remote connectivity if possible involve field engineers |
| Logistics | Logistics Team | Responsibility to deliver the required hardware to customer premises. |
| Field Operations | Engineers | Responsibility to handle the assigned ticket. Involve logistics as and when required |
| INCIDENT LEVELS | TELEPHONE | PLATINUM VISITS | GOLD 5 VISITS | SLA | |||
|---|---|---|---|---|---|---|---|
| Response Time | Resolution TIme | Response Time | Resolution Time | Response Time | Resolution TIme | >90% | |
| Emergency | 15 Minutes | 5 Hours | 1 Hour | 5 Hours | 2 Hours | Next Business day | >90% |
| Major | 1 Hour | 12 Hours | 1 Hour | 12 Hours | 2 Hours | Next Business day | >90% |
| Normal | 4 Hours | Next Business day | 4 Hours | Next Business day | 4 Hours | 2 Business day | >90% |
| Normal non-service affection | 8 Hours | 2 Business Days | 8 Hours | 2 Business Days | 8 Hours | 2 Business Days | >90% |
SERVICE REQUESTS
CUSTOMER
Service request are logged in customer complains register by Service desk agent on request from the respective customer. Once the service request is logged, the service desk agent would be providing the ticket number or respective customer.
Depending on the priority and severity, service request are categorized into four categories:
Depending on the priority and severity, service request are categorized into four categories:
- Critical : Any incident affecting overall site
- Major : Any incident affecting partial site
- Minor: Any incident affecting single or multiple users.
- Normal: Any incident which is non service affecting.