Support Services
What ever your support requirements our team could be waiting to help.
Solutions can be tailored for clients of all sizes from growing enterprises to corporate operations. Our aim is to provide a real advantage to our customer’s business efficiency.
Normally the requirements will be a combination of the following services,
First Line Support
Serval’s first line support service can be provided for each system user and will allow direct access to helpdesk services. Immediate and trivial problems can then be resolved with one of our support consultants during the initial call.
When necessary, more involved technical problems will need to be passed on to the second line systems engineers.
Second Line Support
Once calls have been screened by first line support they may well need to be resolved by the systems engineering team. Some customers may choose only to send this type of call to us dealing with initial problems themselves.
An engineer will be assigned the problem and they will follow it through to completion. The systems engineer can call on the experience and knowledge of the whole team as well as the resources of our business partners.
Third Line Support
This category of call may be very complex and a call escalated to this level may require significant effort and planning to solve. In some instances system level changes may need to be agreed. Very often an engineer with in depth knowledge of the particular system will be selected to maintain good customer service at this level.