Support Service

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Overview

If you choose to transform your environment Terzion|DX can work with you at every step. Our talented support engineers help smooth the way through implementation glitches and get to know your systems and business intimately. And once your solution is in place, you can continue to rely on Terzion|DX. We combine our unique knowledge of your business with a wide range of support services options, from phone support to dedicated on-site resources to keep your Terzion|DX applications running smoothly.

Whether you run a small business or manage the operations for a large international corporation, Terzion|DX has the service packages and support offerings that you need to help your business reach full productivity.

Enterprise Support

Enterprise Support offers you the flexibility to choose the program that best meets your requirements. Just one contract simplifies maintenance and delivers unlimited coverage and remote support across all your SoftExpert products.

Support Service Levels

Standard Support

Provides an essential, high quality remote technical support to your organization. The Standard modality allows you to obtain assistance from Terzion|DX for suspected defects and product-specific, task-oriented questions regarding the installation of product updates. This level of support is indicated for those organizations that use SoftExpert applications in non-critical processes, restricted to a single department and a reduced number of users.

Gold Support

Provides both additional and specialized support on demanded Terzion|DX products. Gold Support offerings focus on the vertical depth of support, and feature a personalized relationship with our technical experts and knowledge transfers. Gold support is the best choice for those organizations that use  demanded Terzion|DX  applications in processes with a medium degree of criticality and that run across several departments.

Platinum Support

In addition to the Gold level, this offers a priority remote service and the mobilization of professionals with different specialties. Additionally, new customer requirements detected during the continuous use of the application receive an advisory service and priority service in the evolutionary product roadmap. This level is recommended for companies that use SoftExpert products in a corporate manner for critical processes that require high availability, reliability and operating efficiency.

Advanced Support

In addition to the Platinum level, this offers a remote service and solution (workaround). This contract provides for contract the maximum time for solution (workaround) the problem, based on their criticality. This level is recommended for companies that use Terzion|DX products in a corporate manner for critical processes requiring high availability, reliability and operating efficiency, where the infrastructure available for Terzion|DX products complies with the strict requirements foreseen by the manufacturer

Remote Support for End Users

There are many factors that can justify the outsourcing of support activities for users (helpdesk). One of them is the growing complexity of information system applications. While it is easy to support more common applications such as e-mail or Office applications, the majority of companies simply do not have the skills needed to offer an adequate support service for all the applications used by an organization. If a company does not have its own team with the necessary skills and knowledge for helping the users with the organization’s software, then support outsourcing becomes a highly feasible option.

Remote support for end users gives them the freedom to focus on what is really important for their business, while at the same time offering users a specialized and high level support service. Our personnel, our processes and our technology provide the information needed for identifying trends and anticipating possible training needs, reducing response time for your users and, finally, helping your IT team to ensure your reputation as a provider of high quality services for your organization.

Our technology, together with our automated processes, will result in a significant rise in the satisfaction level of your users. We use approved processes and procedures that were developed in order to serve all aspects of the support operation. The result of this strategy is quality and efficiency in incident solving.

Acting as a single contact point for all your needs in relation to Demanded Terzion|DX systems, the support outsourcing offers a wide range of solutions for maintaining your Terzion|DX applications with the best possible performance while helping to reach your business goals.

The remote support service for end users follows the guidelines set down in an SLA (Service Level Agreement) contract, guaranteed by a highly qualified technical team. We work together with each customer to define the most appropriate service levels for each case. Support requests (phone calls, e-mails and chat) are revised and randomly monitored by a support coordinator to ensure conformity with the SLA requirements and to seek ways of increasing the quality of the services offered.

  1. What do you do when the professional responsible for the support of one or more Demanded Terzion|DX Products goes on vacation?
  2. What do you do when the professional responsible for the support of one or more Demanded Terzion|DX Products is transferred to another team or leaves the company?
  3. What do you do when the professional responsible for the support of one or more Demanded Terzion|DX Products is spending too much time helping and supporting new users of Demanded Terzion|DX products, thus compromising the core activity?

Modalities

In order to satisfy the needs of customers in the right measure, Terzion|DX offers this service in the following modalities:

Modality Monthly franchise of hours Use policy Extra hours Criteria suggestion
Light 2 Cumulative hours with quarterly closing Charged at the end of the quarter Up to 1 application or 25 active users
Express 5 Cumulative hours with quarterly closing Charged at the end of the quarter Up to 2 applications or 50 active users
Workgroup 10 Cumulative hours with quarterly closing Charged at the end of the quarter Up to 5 applications or 100 active users
Enterprise 20 Cumulative hours with quarterly closing Charged at the end of the quarter More than 5 applications or more than 100 active users

Customer Benefits

One of the critical factors for many organizations is the use of high quality support services and a competitive cost for supporting its personnel in operations on a daily basis. In many cases, the management processes, personnel, infrastructure or capital are insufficient to provide adequate support services. Consequently, the offer of quality technical support can quickly become a headache for budgets and a nightmare for businesses. The remote support service for Demanded Terzion|DX Product's  end users offers the best conditions for:

  • Reducing operating costs.
  • Maintaining a high degree of user satisfaction.
  • Improving the quality of services offered.
  • Improving the image of the IT department as a service provider or the organization.
  • Having access to the skills needed to quickly solve incidents.
  • Increasing the availability of applications for users.
  • Improving response time, solving time and productivity.
  • Improving the quality of incident documentation, requests and problems.
  • Enabling pro-active decisions to be made based on statistics and trends.

Main Activities

  • Provide top level remote support for end users and managers.

Main Deliverables

  • Remote support service in real time.
  • Single contact point for all your needs in relation to Demanded Terzion|DX applications.
  • Recording and accompaniment of incidents online via internet.

Remote System Administration

In today’s environment of downsized budgets, overextended employees and high training costs, it makes good business sense to have extra options for managing your Terzion|DX solutions. Without an adequately trained staff, production capabilities are diminished, administration practices suffer, projects are put on hold, and system management becomes reactive instead of proactive.

Recognizing the need to avoid these issues, Terzion|DX Support Services has developed a complete program that is simpler, more cost effective, and offers greater consistency than most in-house alternatives. Your Terzion|DX applications will be cared for by the people who know them best: Terzion|DX specialists.

Whether you lack or not an in-house system administrator, or simply find that there are too many tasks for too few staff members, SoftExpert Remote System Administration (RSA) provides an efficient solution. With Terzion|DX remote service, there is no need to add staff to perform SoftExpert system administration, and your current system administrator is free to focus on development, programming, and capacity planning issues. Also, the risk of compromising your system’s reliability during employee turnover may be dramatically reduced.

With Terzion|DX 's RSA Services, our experts administer your Terzion|DX solution remotely during normal business hours to ensure maximum production support of your most business-critical processes. A well maintained contact center software solution will allow the system to operate more efficiently and be more cost effective over time. Most internal support problems require extensive phone calls, and in many instances, travel to identify and remedy the problem. By using  Terzion|DX 's RSA, technology can be maintained off-site by application experts, reducing operation costs and freeing up staff for other responsibilities.

Terzion|DX 's RSA provides easier application updates, system security, system monitoring, continuous administration and more to lower your overall total cost of ownership. Expert administrators will control your software from a secure location so the system is running at the best possible rate. Also, RSA will act as a liaison be­tween Terzion|DX Customer Support and your contact center to open support tickets when needed.

Some features of Terzion|DX RSA Services include:

  • Continuous system administration
  • System inspections and monitoring
  • Remote updates and patches (3th and 4th digit)
  • Support administration
  • System(s) configured to a known state
  • Proactive system monitoring and reporting
  • Access to highly trained RSA system consultants

Maximize System Availability with Proactive Problem Detection

Terzion|DX has developed a remote diagnostics package that enables us to monitor your system functions and proactively address problems as they arise.
The application monitors your machines to detect conditions that suggest potential problems.

We can monitor a single system or group of systems for environmental conditions, potential software or hardware failures, performance metrics, availability of systems, and software and hardware configuration changes.

Potential problems can be solved or prevented remotely according to the need—sometimes before our customers are even aware of the problem.

Categories

Aiming to serve clients in the right measure of their needs, we offer RSA (Remote System Administration) in the Infinity categories. With a small addition to SLA contract, the customer can enjoy all the benefits of remote system administration service, with no deductible or hours time limit.

Customer Benefits

  • Lower cost for skilled resources.
  • Smooth implementation, thorough monitoring, and accurate system administration procedures performed to the highest standards in the industry.
  • Support of an extensive network of Terzion|DX resources that can identify and resolve unforeseen issues.
  • Less downtime and loss of production functionality.
  • The elimination of the need to hire and train staff, or make accommodations for sick time and vacations.
  • Enhanced performance and availability.
  • Streamline administration: simplify management of your IT environment.
  • More agility to get information, logs and others that are necessaries to resolve incidents related to Terzion|DX Products.

Main Activities

  • Permanent IT environment monitoring and support (check CPU load, memory usage, disk space, etc.).
  • Installation of corrective patches for critical issues or related to specific support tickets.
  • Validation of specific ticket resolutions.
  • Installation of OS and SGBD service packs (when required and only if the server and/or database is used exclusively by Terzion|DX applications).