Support - Raycom Technologies

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+233-302215000

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

+233-302215000

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.

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 :

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: