Customer support
We, at Infoskill, believe that technology is a facilitator to achieve your business objectives and have been addressing the business needs of companies like yours diligently throughout the last twenty (20) years. We provide a variety of support options with a delivery manager assigned to your organization whose objective is to ensure that you receive the best in class service.
Business Hours: The delivery managers, and their designees when not available, are the first contact level when our clients have an issue or concern. Our clients are also provided with a well defined escalation process to ensure that in the event of an emergency we can be reached immediately.
Off-hours: A 7x24 live person is available to address any emergencies during off-hours. In addition, our clients are also provided with contact information of management team to escalate any issue.
Online support: An online support portal is available to raise a ticket, review the status of an open ticket, or add supplemental documents or information for an open ticket in addition to searching knowledge base.
Special support
Infoskill has certified and real world experienced resources that comfortably communicate with all levels of any organization. Therefore, Infoskill builds support teams based on our client’s’ requirements.
Advisory Role: Infoskill technicians are also very comfortable to take a back seat and guide the resident teams on a project. This method gives firsthand experience with full skill transfer to resident teams.
On-demand Support: There are cases where a support team exists but are too busy with daily tasks or the team requires special experience in highly technical issues like blade, SAN technologies and security. We provide teams to resolve this short term resource shortages with a solid guarantee.
Technical Support: We build support teams for both help desk for clients who require first level end-user support or others who may require first level network or server support. We also build second level support teams for both help desk or internal technical teams.
Online support
Infoskill maintains a support portal for its clients to handle any issues and concerns. The portal is segregated by client so that each client can access their problems without any security concerns. The portal is also organized with specific roles and responsibilities.
As an example, users can access and see the problems opened by their organization but have no control on authorization process or reports available to their organization. On the other hand, managers have full control on their companies’ issues and monitor the progress on issues at hand; and most importantly manage their organization’s support process