Most software houses consider support as configuration and bug fixing. That’s the easy part. Our solutions tend to take their subject matter to the next level. This means that support must be available from the front to the back end.
You may need an expert in the field to help refine your thinking. You may need an expert to help you integrate your thinking into the software. We have them for each business space we operate in.
You may need help with basic configuration; our intermediaries are trained to assist. But ultimately, since we have representation in the US, the UK, and Asia, we can guarantee 24-hour support, subject to certain SLAs.
We are the people who support the people who will support you, so we rarely sleep.
Our APPROACH
We’ve stopped using the telephone as our primary means of communication
From West to East, our offices in the US, Oakland, the UK, London, and Pakistan, Lahore, cover 24 hours when someone is awake, somewhere in the world.
So, we use a WhatsApp Group which distributes your communication across the globe. Whoever receives it will respond in the first instance to give you comfort that we are dealing with your enquiry.
If you are one of our clients, please join the group immediately.
Front Line Support
Whoever receives your communication has the first responsibility to respond to you with either an answer to your enquiry or to tell you who and when someone will contact you. Please give us your contact details, as we may need to call you. Yes, by phone.
Second Line Support
This is usually a configuration, or the software doesn’t work as expected under certain conditions. This is generally handled by either your reseller (intermediary) or one of our market-leading experts. These people may be in your time zone or in Asia. We’ll find a time-appropriate slot to contact you.
Third Line Support
Third-line support is for bug fixes and will invariably be handled in our Asian office. This is usually an escalation of the software misbehaving and is escalated by the second line of support. Under your support contract, you will see different bug severities and the associated SLAs. In every case, we will try to diagnose the problem and give an estimated time to fix.