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Support

Support

Support-I.T.™ is your connection to a highly trained technical support team with a mandate to deliver the ultimate service experience. Available 24/7/365, and located in Hyderabad ,India .we will be provided with professional software and hardware support via telephone, email and web. Support-I.T.™ is designed to be a customizable end-to-end support channel or to work in conjunction with your existing I.T. support model. Simple setup, low upfront costs, fixed monthly subscriptions rates.

Our a la carte menu of SUPPORT-I.T can be custom tailored to meet all your clients’ expectations. Our winning formulae are flexible and responsive to customers ranging in size from 5 to 37,000 users.

  • Our line card is easily configurable to respond to all business requirements
  • Extend your reach and revenue stream with our array of professional tools

Today the productivity and efficiency brought by new technology can have a large impact on your organization’s success. However it is these same technologies that can present users with adaptation challenges, frustration and technical issues that can cause your company significant economic loss. The SINE90 help desk services group operates and runs the Support-I.T.™ product line designed to be a stand-alone support facility or an extension of your I.T. support strategy. It is a pillar of our offerings and designed to meet the constantly escalating demands of its user base.

What You Get:

  • The ultimate support experience.
  • Access to online ticket management system.
  • Automated reports on SLA and performance.
  • Remote eyes and hands tool for support.
  • Support cards for your team to have handy.
  • Quick help support sheets.
  • Access to our online knowledge base.

Support-I.T.™ is your connection to a highly trained technical support team with a mandate to deliver the ultimate service experience. Available 24/7/365, and located in Toronto you will be provided with professional software and hardware support via telephone, email and web. Support-I.T.™ is designed to be a customizable end-to-end support channel or to work in conjunction with your existing I.T. support model. Simple setup, low upfront costs, fixed monthly subscriptions rates.

FEATURES

Team of Experts
Three tiers and a strong complement of highly competent System Support Professionals providing you with the ultimate service experience.
Ticket Management
Full ticket management, providing you with integrated & intelligent workflows. Automated status reports during ongoing issues keep you in the loop
Multilingual
Support is available in English, French & Spanish. Support is backed by a powerful SLA, providing consistent & efficient solutions each time
Flexible
Mobile & home users have special needs that can only be accommodated via onsite visits. Technical support is offered remotely, onsite or both./div>

FLEXIBLE APPLICATION SUPPORT

Equipped with solid documentation, practices, and experience our technical support team is prepared to resolve any application-specific issues. Our team is consistently training and adding to their list of supported applications, tools, and services, we welcome additions to this inventory from our customers.

INCIDENT TRIAGE AND FLOW

To ensure a consistent end-user experience we utilize our well defined triaging flow. This assures our resolution process is rigorously and consistently applied. The result is an efficient and effective handling of support requirements. Our emphasis on First Contact Resolution (FCR) complements Jolera’s triage process and contributes to our high end-user satisfaction ratings.

SLA GUARANTEES

Support-I.T.™ has three tiers of helpdesk support available to their clients, customized to their individual needs. Our robust processes, highly competent technical team, the best in breed technology and tools are leveraged together to offer service guarantees against each of these service levels as below.

ADV. BLUE

  • 8 hour resolution guarantee
  • Emails: five minutes response time
  • Tickets: fifteen minutes assign time
  • Queue: no wait time - instant service

GOLD

  • 24 hour resolution guarantee
  • Emails: fifteen minutes response time
  • Tickets: one hour assign time
  • Queue: three minutes max. wait time

SILVER

  • 48 hour resolution guarantee
  • Emails: fifteen minutes response time
  • Tickets: 1 hour assign time
  • Queue: five minute max. wait time

Why Support-I.T.™ ?

  • Your helpdesk strategy is unable to cope with user demand and expectations.
  • An always on duty 24/7/365 service desk is not cost viable to build internally.
  • Multilingual support backed by a powerful SLA is difficult to manage.
  • Your ticket management system is insufficient and you need a turnkey solution.
  • Mobile and home users have special needs and require onsite visits you can’t accommodate.

Sine90

Customer Support

customer support team @ sine90 software labs is here to help our customers in installing and upgrading the product, troubleshooting the problems, providing guidance to customers in using the product in cost effective way.

Online Support

customer support team @ sine90 software labs is here to help our customers in installing and upgrading the product, troubleshooting the problems, providing guidance to customers in using the product in cost effective way.

Chat Support

customer support team @ sine90 software labs is here to help our customers in installing and upgrading the product, troubleshooting the problems, providing guidance to customers in using the product in cost effective way.

In Person Support

customer support team @ sine90 software labs is here to help our customers in installing and upgrading the product, troubleshooting the problems, providing guidance to customers in using the product in cost effective way.