Support
Comprehensive Support for Seamless Transformation: SoftExpert's End-to-End Solutions for Every Business
Overview
If you choose to transform your environment SoftExpert can work with you at every step. Our talented support engineers help smooth the way through implementation glitches and get to know your systems and business intimately. And once your solution is in place, you can continue to rely on SoftExpert. We combine our unique knowledge of your business with a wide range of support services options, from phone support to dedicated on-site resources to keep your SoftExpert applications running smoothly. Whether you run a small business or manage the operations for a large international corporation, SoftExpert has the service packages and support offerings that you need to help your business reach full productivity.
How the service works
Learn about the stages of this service
SoftExpert Enterprise Support offers you the flexibility to choose the program that best meets your requirements. Just one contract simplifies maintenance and delivers unlimited coverage and remote support across all your SoftExpert products.
Support Service Levels
Standard Support
Provides an essential, high quality remote technical support to your organization. The Standard modality allows you to obtain assistance from SoftExpert for suspected defects and product-specific, task-oriented questions regarding the installation of product updates. This level of support is indicated for those organizations that use SoftExpert applications in non-critical processes, restricted to a single department and a reduced number of users.
Gold Support
Provides both additional and specialized support on SoftExpert products. Gold Support offerings focus on the vertical depth of support, and feature a personalized relationship with our technical experts and knowledge transfers. Gold support is the best choice for those organizations that use SoftExpert applications in processes with a medium degree of criticality and that run across several departments.
Platinum Support
In addition to the Gold level, this offers a priority remote service and the mobilization of professionals with different specialties. Additionally, new customer requirements detected during the continuous use of the application receive an advisory service and priority service in the evolutionary product roadmap. This level is recommended for companies that use SoftExpert products in a corporate manner for critical processes that require high availability, reliability and operating efficiency.
Advanced Support
In addition to the Platinum level, this offers a remote service and solution (workaround). This contract provides for contract the maximum time for solution (workaround) the problem, based on their criticality. This level is recommended for companies that use SoftExpert products in a corporate manner for critical processes requiring high availability, reliability and operating efficiency, where the infrastructure available for SoftExpert products complies with the strict requirements foreseen by the manufacturer SoftExpert.
In today’s environment of downsized budgets, overextended employees and high training costs, it makes good business sense to have extra options for managing your SoftExpert solutions. Without an adequately trained staff, production capabilities are diminished, administration practices suffer, projects are put on hold, and system management becomes reactive instead of proactive.
Recognizing the need to avoid these issues, SoftExpert Support Services has developed a complete program that is simpler, more cost effective, and offers greater consistency than most in-house alternatives. Your SoftExpert applications will be cared for by the people who know them best: SoftExpert specialists.
Whether you lack an in-house system administrator, have a system administrator without SoftExpert skills, or simply find that there are too many tasks for too few staff members, SoftExpert Remote System Administration (RSA) provides an efficient solution. With SoftExpert remote service, there is no need to add staff to perform SoftExpert system administration, and your current system administrator is free to focus on development, programming, and capacity planning issues. Also, the risk of compromising your system’s reliability during employee turnover may be dramatically reduced.
With SoftExpert’s RSA Services, our experts administer your SoftExpert solution remotely during normal business hours to ensure maximum production support of your most business-critical processes. A well maintained contact center software solution will allow the system to operate more efficiently and be more cost effective over time. Most internal support problems require extensive phone calls, and in many instances, travel to identify and remedy the problem. By using SoftExpert’s RSA, technology can be maintained off-site by application experts, reducing operation costs and freeing up staff for other responsibilities.
SoftExpert’s RSA provides easier application updates, system security, system monitoring, continuous administration and more to lower your overall total cost of ownership. Expert administrators will control your software from a secure SoftExpert location so the system is running at the best possible rate. Also, RSA will act as a liaison between SoftExpert Customer Support and your contact center to open support tickets when needed.
Some features of SoftExpert RSA Services include:
- Continuous system administration
- System inspections and monitoring
- Remote updates and patches (3th and 4th digit)
- Support administration
- System(s) configured to a known state
- Proactive system monitoring and reporting
- Access to highly trained RSA system consultants
Maximize System Availability with Proactive Problem Detection
SoftExpert has developed a remote diagnostics package that enables us to monitor your system functions and proactively address problems as they arise.
The application monitors your machines to detect conditions that suggest potential problems.
We can monitor a single system or group of systems for environmental conditions, potential software or hardware failures, performance metrics, availability of systems, and software and hardware configuration changes.
Potential problems can be solved or prevented remotely according to the need—sometimes before our customers are even aware of the problem.
Categories
Aiming to serve clients in the right measure of their needs, SoftExpert offers RSA (Remote System Administration) in the Infinity categories. With a small addition to SLA contract, the customer can enjoy all the benefits of remote system administration service, with no deductible or hours time limit.
Customer Benefits
- Lower cost for skilled resources.
- Smooth implementation, thorough monitoring, and accurate system administration procedures performed to the highest standards in the industry.
- Support of an extensive network of SoftExpert resources that can identify and resolve unforeseen issues.
- Less downtime and loss of production functionality.
- The elimination of the need to hire and train staff, or make accommodations for sick time and vacations.
- Enhanced performance and availability.
- Streamline administration: simplify management of your IT environment.
- More agility to get information, logs and others that are necessaries to resolve incidents related to SoftExpert Product.
Main Activities
- Permanent IT environment monitoring and support (check CPU load, memory usage, disk space, etc.).
- Installation of corrective patches for critical issues or related to specific support tickets.
- Validation of specific ticket resolutions.
- Installation of OS and SGBD service packs (when required and only if the server and/or database is used exclusively by SoftExpert applications).
Compliance with global privacy and security standards
Advanced data protection
SoftExpert ensures the protection of your company's data and compliance with the requirements of the latest standards.
Integrate with your ERP, CRM, Office365, and much more
Connect SoftExpert Suite to other business tools already used in your organization.
Worldwide Office Locations
Supporting and implementing your growth and expasion everywhere! We are present locally, ready to ensure that SoftExpert solutions are working without limits.
Find the right solution for your needs
Why do customers choose SoftExpert
An award-winning platform recognized by customers
