Our helpdesk for operational Business Analytics solutions provides the framework for our support operation. It is accessible 24x7 and governed by strict service level agreements. Our helpdesk services provide for:
Our helpdesk service is your single point of contact for logging and managing all your Business Analytics related queries. These may include the reporting of a technical incident, a user query, an enhancement request or the logging of an application issue. All calls are recorded, classified and assigned within our securely hosted ticketing system. Calls can be logged 24x7 by your designated users, which may be restricted to a selected group of power users (2nd / 3rd level support) or include all users of your business analytics solution (1st level support).
All incoming calls are categorised as either product-related (software defect / software enhancement) or application-related (issue / enhancement request) and prioritised in line with the respective vendor or our standard severity definitions. We provide regular reports on service request activity and compliance to service levels. We are pragmatic about the call logging process and assume ownership of 'your' problem from lodgement to resolution.