Support - Infocorp Computer Solutions

Solution Support
"We see our customers as invited guests to a party, and we are the hosts. It's our job to make the customer experience a little bit better." ~Jeff Bezos, Founder Amazon
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Support Process
From troubleshooting to bug fix

1st Line
User first line support, team member attempts to resolve by providing helpful troubleshooting techniques to help identify the cause of the trouble
2nd Line
Help Desk personnel assigned to perform assistance in problem determination and/or problem resolution and help in the timely restoration of the equipment/software to its proper working condition.
3rd Line
Technical Support review and attempt to resolve by examining external programs or hardware that may interfere with proper working of application
4th Line
Development team fixes unresolved problems escalated by third level support caused by application
Escalation Process
Level 1 being the most urgent and Level 4 the least urgent

1
Emergency: situation that impacts essential service, and is unrecoverable or causes a severe business impact
45 minute response time
2
Severe Impact: loss of major function to the Client due to application failure defect, which severely impacts the Service
2 hour response time
3
Minimal impact: problem caused by application failure defect of minimal impact to the Client
24 hour response time
4
Low impact: problem caused by application defect which have no impact to the Client and which have a low impact on their ability to provide service
72 hour response time
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Solution Support

"We see our customers as invited guests to a party, and we are the hosts. It's our job to make the customer experience a little bit better." ~Jeff Bezos, Founder Amazon

Support Process

From troubleshooting to bug fix

1st Line

2nd Line

3rd Line

4th Line

Escalation Process

Level 1 being the most urgent and Level 4 the least urgent

Emergency: situation that impacts essential service, and is unrecoverable or causes a severe business impact

Severe Impact: loss of major function to the Client due to application failure defect, which severely impacts the Service

Minimal impact: problem caused by application failure defect of minimal impact to the Client

Low impact: problem caused by application defect which have no impact to the Client and which have a low impact on their ability to provide service

Fill out the form below to contact support

An agent to reach out shortly