DELIVERY AND  SUPPORT PLOICY

Remote delivery and Support work?

IT SOLUTIONS (USA),INC  has provided its services and solutions to customers spread across different countries Globally . IT SOLUTIONS (USA),INC has been providing the delivery and support service on-site and/or via the Internet. 

On analyzing the delivery and support processes and the turn-around times for all, we found that the most efficient and speedy way to deploy a solution or provide support is via the Internet.

The support for all it's customers is provided from the IT SOLUTIONS (USA),INC Customer Care center. The advantages of remote delivery and support are as follows:

Efficient Delivery

• The preparation and execution of the delivery can start immediately since travel-led delays are avoided
• Deployment can be scheduled at the customers convenience.
• Enforces proper preparation, which ensures timely delivery.
• IT SOLUTIONS (USA),INC,  has a team of people with different expertise such as networking, Open Source Software (OSS) components, IT SOLUTIONS (USA),INC  ensures that the delivery or support does not get delayed/stretched due to lack of expertise.
• IT SOLUTIONS (USA),INC team can provide the service at a lower cost since the overheads are minimized.
• The customers IT team is involved in delivery, which gives them added confidence to handle future technical support issues
• Cleanly define the roles of various people involved
• For customize product like software development and web solutions IT solutions(usa),inc will have proper E- agreement and will deliver it products within schedule time .

High Quality Support

• Immediate action can be initiated in case of a critical incidence such as a server crash
• Support can be delivered at a lower cost
• IT SOLUTIONS (USA),INC  team has people with different expertise such as networking,  Open source Software (OSS), IT SOLUTIONS (USA),INC   , which ensures that the incident is resolved in the fastest possible time.
• Effective support is not dependent on a few individuals who are aware of the setup

Limitations

• Tasks that require physical access to the server, for example, to install the OS, restart the desktops & laptop etc.
• End user support.

What systems and processes have been set-up at IT SOLUTIONS (USA),INC to ensure high quality remote delivery and support?

• Help Desk to track incidents:
  IT SOLUTIONS (USA),INC has commissioned an incident tracking system to track all the incidences reported. This system is updated and referred to by the customers, support manager and support engineers to ensure that incidences are resolved within the specified times.
• Online Knowledge Base (Service manual):
  An exhaustive service manual, which is being constantly updated by the support manager, aids the IT SOLUTIONS (USA),INC Customer Care engineers to provide effective and quick remedies to known issues. This also ensures that the quality of support is maintained as does not depend on the individual providing the support. This support manual is available online to customers and support staff alike.
• Tools:
  The IT SOLUTIONS (USA),INC Customer Care team has a set of tools that automate repetitive tasks to avoid human error.
• Round the clock support:
  IT SOLUTIONS (USA),INC has set-up a 12/6 support facility. Currently support for outages outside normal support hours and on public holidays can be availed by the customers by contacting the support engineers through mail and phone.
• Use of the Remote management console: The Remote management console in IT SOLUTIONS (USA),INC  enables secure access to the customers server from any PC connected to the Internet. This is the most often used tool to provide support in case of outages outside normal support hours and on public holidays.
• Internet infrastructure:
  IT SOLUTIONS (USA),INC has multiple Internet connections to the Internet from its HO , to ensure continuity in support in case of loss of connectivity on any one link.
• Customer database
  The IT SOLUTIONS (USA),INC Customer Care team maintains a database of all customer related problems and a detail document with diagrams about their setup to enable any customer care engineer to give high level of support.
• Structured approach to customer support
  As explained in the section, How does IT SOLUTIONS (USA),INC provide support?
• Regular Server and Usage audits:
  These are proactive analysis of the server and usage to preempt overloads, misuse, cleanups in order to keep the system running smoothly.

Components of an E-delivery and E-Support infrastructure

IT SOLUTIONS (USA),INC is geared to deliver and support IT SOLUTIONS (USA),INC  over the Internet using an e-delivery and e-support infrastructure. The entire infrastructure is accessible over the Internet to the following types of people with appropriate levels of access controlled by an authentication and authorization framework.

• Administrators of the Infrastructure, who create and manage the content.
• Employees of IT SOLUTIONS (USA),INC who use and maintain the content.
• Partners who sell and support IT SOLUTIONS (USA),INC  services.
• Administrators of our customers.
• End users of our customers.
• Anybody else not directly connected to the company.

The sections below describe the basic components of this infrastructure and how they work.

Website

Besides the sales and marketing literature, it carries support and other polices, news, blogs, release notes and other such product related information to keep our associates up to date on the happenings. This is a good resource to locate white papers, case studies, product progress and the latest happenings reported from the IT SOLUTIONS (USA),INC desk.

Download center/Remote installation

An access controlled software download support center, which is organized by the version of the software and includes the full builds, service packs and patches. Our associates can use this from remote locations to access the latest updates/upgrades, improving efficiencies by a large factor. It also supports installation of the OS to a remote location with minimal knowledge by the operator there.

Documentation knowledge base

This collaborative knowledge repository is based on the wiki technology. It promotes group authoring, which greatly speed up high quality content creation due the reviews by so many stakeholders. The knowledge base has 3 major sections:

Applications Manual:

This is targeted at the end users of the solution. This documents the applications, their configurations, their use, and frequently encountered challenges and questions.

Helpdesk

helpdesk, which is part of our CRM infrastructure, is the interface from the customer inwards. Customers and partners are encouraged to log all issues, defects and suggestions into this repository. The Services group of IT SOLUTIONS (USA),INC addresses these issues and responds to them. If any issue needs escalation (typically a suggestion to improve the product, defect which needs attention by the developers), it is assigned to the product development team. The development team responds by a patch (quickest), or a service pack or an upgrade. to CRM

IT SOLUTIONS (USA),INC is working on deploying an integrated tool to help IT SOLUTIONS (USA),INC track information about customers, their contacts, their subscription details, connect them via email campaigns, run projects for specific customers, etc.

How does IT SOLUTIONS (USA),INC provide support?

Availing of Support

Whenever you have any question / problem about IT SOLUTIONS (USA),INC Connect Xf, follow this procedure to get the quickest possible response.

Levels of Support

For any problem/request reported by the customer, the IT SOLUTIONS (USA),INC customer care team provides support at 3 levels as shown below .
Mail from customer to help desk------------ help desk connects to customer- incidence reported- remote access permission required from customer- help desk secure authentication------- pc problem solved.
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THIS POLICY IS DESGINED BY IT SOLUTIONS(USA),INC ONLY