Where Partner involvement is required, we will advise you on this the process. Somerford resolve over 90% of service desk tickets without requiring the involvement of our Partners. This will be logged and assigned to an engineer who will respond within 1 business hour. Any employee of our entitled customers can raise a support desk ticket via telephone or e-mail with their company e-mail address. Service Desk offer support through several channels, including telephone, e-mail and remote sessions where appropriate. If an issue requires a level of Professional Services to engage, a member of the support team will discuss with your Account Manager to discuss this further. Our Service Desk provides support for P1 to P4 where a part of the software, appliance or license was previously working and is not working as expected or at all.
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