To ensure that your staff fully understands and efficiently uses our solution, we provide a knowledge transfer document, which includes an overview of the configured solution and details about the current configuration, how to manage it, and steps required to update it. The user documentation explains how to use the system through printed materials or Web-based help systems for end users. We schedule time at the end of our deployment to train your staff and answer your questions. If you have a complex software solution serving the needs of a large user population, we offer a helpdesk service as an additional maintenance option. Second level is staffed by engineers who possess a high degree of familiarity with the application and its infrastructure.
Third level is staffed by the engineers who developed the application.
We'll manage the helpdesk and establish procedures for developing incident reporting, clearance statistics and other pertinent data. Because properly working hardware is critical to your business, we recommend a maintenance contract that is based on the financial impact a system's down time will cause to your business. The hardware contract you select depends on the response time you need in the event of hardware down time. We'll help you determine the level of response time that best suits your needs and arrange the maintenance contracts most appropriate for your organization.