We strongly believe that support, service and training are on-going processes, continuous processes that do not end when the sale is formally over.
We view excellent customer service as critical to our survival. To that extent, we focus on the significance of customer relationship. The customer
truly is our top priority and focus. During the sale, after the sale, and on regular basis onwards, we want to measure customer satisfaction levels.
Thus, we will be in constant communication with our clients, carefully listening and responding to ensure full customer satisfaction.
Manage customer support expectations
Conduct periodic surveys or evaluations
Resolve problems quickly
Determine whether product or work is meeting expectations, promises, goals, scalability etc
Serves as an Insurance to ensure that you are always up to date and have minimal downtime.
A dedicated support team consisting of Account Manager, Technical Manager, and Customer Service Manager.
One point of Direct contact (Account Manager),
One back-up point of contact
We provide technical Support to our customer for all their queries. The expertise and experience of our Technical Support Personnel’s
are best in the industry and in their work domain.
CRM systems to track and manage all incidents.
We provide Technical Support through CHAT feature online to our customer which are handled by our Support Personnel’s.
Our Offline support through mail and e-mail provides full length of support to our customer.
Our Onsite support provided by our technical expert’s helps streamline your business process in a right direction.
Annual License FEE only (Cover)
Software Updates (not installed)
Upgrades to New Versions (not installed)
Telephone and Email Support (issue introduction only – resolution is charged separately)
Registration and Annual Renewal
Standard SLA (Service Level Agreement [Annual Support Contract])
All the services of our Basic Support Program
Telephonic and Email support via the Help Desk
Remote Support via the Help Desk – Customer responsible for infrastructure etc. required to supply remote support.
On-site support: Assist users: processing, OTS (over the shoulder training for existing trained users), formulating and executing improvement on usage.
Application Maintenance and Widespread support, Health Checks, OTS (over the shoulder assistance for trained users)
Software Changes to incorporate industry, legal or regulatory changes within parameters and SLA hours – Change Request (CR) not exceeding 2 hours work load in a single instance.
Enhancements to the software that can be implemented across the Sage Pastel Customer-base – Enhancement Request (ER)
Report Maintenance – Maintaining reports developed for the Customer through the Change Request or Incident Report process.