|
CINTELLATE provides all implementation and support services through its own personnel, thus ensuring commitment and consistency during the implementation project and with follow-up support. Service Requests, Resolution & Escalation When a client is in Production Support mode, all ad-hoc interaction is channeled through the CINTELLATE Help Desk Technical Consultants, who make use of a specially configured version of CINTELLATE to record details of the Service Request (SR). SRs can relate to almost anything CINTELLATE-related, from simple ‘how do I' questions through to software issues and recommendations or initial discussions on Continuous Improvement projects. Each SR is allocated an SR number together with a description of the request, and a mutually agreed Severity Level as to how this is impacting the client's operations. An email confirmation and a summary of the SR is then automatically sent back to the client and the SR is assigned to one of our Help Desk's Technical Consultants to investigate and resolve. SRs can relate to almost anything CINTELLATE-related, from simple ‘how do I' questions through to software issues and recommendations or initial discussions on Continuous Improvement projects. Each SR is allocated an SR number together with a description of the request, and a mutually agreed Severity Level as to how this is impacting the client's operations. An email confirmation and a summary of the SR is then automatically sent back to the client and the SR is assigned to one of our Help Desk's Technical Consultants to investigate and resolve.
|
Our Products 
