Support

AMY Support Services is an offering from AMY TECH DMCC to offer high level of comprehensive support and work as an extended arm of the customer’s IT team. AMY TECH DMCC Support services addresses core needs of support required by customers namely

Technical support

Timely and managed support

Reliable and dependable support

At a reasonable cost

Incident

Is an issue reported by the customer encountered while using the solution. The support is extended for issues where there is reasonable understanding that the issue is in the solution implemented. All efforts are made to resolve the Incident remotely, through email, telephone and remote access to the required systems. Only in cases where the support cannot be delivered remotely, then the incident is converted into a “Call Visit”.

Call Visit

Is on-site support delivered by a consultant visiting onsite. Support requests that are sometimes complex and require in person onsite support are treated as a Call Visit.

Proactive Services

Proactive services are provided to reduce the number of critical problems and advice and guidance for problems not covered with Problem Resolution Support. Proactive services are delivered as system health checks and KTC (Knowledge Transfer Community) Workshops. The workshops can be delivered at customer site exclusively for your team. Support Account Manager will work with you to determine your specific consulting needs.

Critical Information Notification Services

Critical Information Notification Services provides you with technical information about the product and implementation in a manner to help you to implement and operate the product and implementation in a more efficient and effective manner. These are notifications that are either released from the product company (Microsoft), or in case AMY TECH DMCC realizes through its consultant’s experience on other projects.

Response Times

Response times applicable within support service hours applicable to the respective support level. The incident severity will determine the response levels within AMY TECH DMCC and estimated response times. AMY has a well defined SLA for different nature of support request and it is part of our support agreements.

Issue Reporting & logging

AMY TECH DMCC will provide a process with requisite access to AMY TECH DMCC’s dedicated support email ID or a support point of contact. All support requests will be logged to identified contacts provided by AMY TECH DMCC, to ensure that the call is tracked and forwarded to the correct persons within AMY TECH DMCC. Severity 1 issues can be logged directly with contacts that will be provided by AMY over phone.

Support Account Management

Support Account Management (SAM) services are intended to help coordinate the support and services relationship. A dedicated Support Account Manager would interact with the customer and internally co-ordinate on behalf of the customer. He would plan customer’s needs and facilitate for - Resource facilitation - Status Meeting and reporting - Escalation Management

Change Management Change/Addition requests

are changes and additions requested by the customer which was not part of the original setup/configuration. Change/additions are managed through a change management process and executed only after approval on the effort estimate by the customer.