Service Desk / Support Services

In spite of our best efforts, challenges will arise during any project implementation. We have therefore put together a team of skilled technical consultants and business professionals who are on call through Infotech’s Service Desk, to provide assistance in rectifying problems be it program defects, operations problems or just to offer general advice.

 We provide a guaranteed four (4) hour response time; where possible our Service Desk will resolve problems within 24 hours. If the situation requires it, we can dispatch the appropriate personnel to provide you with on-site or remote access support and can commission support direct from any of our vendors/strategic partners such as Microsoft, MS Dynamics, McAfee, CA, Network General and the like.

Our Service Desk is supported by an Incident Management System which records, tracks and manages calls and performs the following tasks:

• Highlighting priority 1 situations

  • We can co-opt additional resources needed to resolve priority 1 service calls via our escalation process to senior consultants or our partners

• Escalating call priorities based on predetermined criteria

• Generating statistics on call response times

• Compiling a knowledge base of situation solutions for future reference 

Software Support Services Provided

The software support program will provide services towards maintaining the software components of the solution. Services provided as part of application support will consist of the following:

• Troubleshooting issues resulting from the proper use of the application and bug resolution

• Recommendations for the installation of any required services packs, patches and hot fixes

• Troubleshoot any errors or issues resulting from the running of SQL Server on the prescribed platform