The Challenge
Whether you’re developing an application for internal use or one to be launched in the marketplace, its success depends greatly on the quality of support you provide. And, of course, customer support invariably means dealing with bugs; identification, reporting, and fixing (sometimes immediately). Product support can quickly become a nightmare for anyone with limited resources and infrastructure, yet the success of your product and its future releases depends on it.
Infogain Solution
As a logical extension of the software engineering process, Infogain actively provides 24x7 customer support services for clients. And when we say 24x7, we mean it literally – 24 hours a day, seven days a week, we're there to support your customer service needs. Our customer technical support services are your single point of access to multiple levels of resources, in which each problem is escalated to the most appropriate level for efficient handling.
We set out predefined severity levels for reported issues, which then determine the service response time. The delivery manager responsible for individual customer engagements has the overall ownership of resolving service issues.
Infogain's customer support model consists of three levels of problem escalations:
Level 1 Support
Fast, accurate telephone support from a team of highly trained experts in Infogain's own call center. Infogain works closely with the customer to establish the appropriate routing for the call within the center.
Most customer requests can be resolved directly by our Level 1 support team.
Level 2 Support: Technical Support
Requests that require resolution by our technical support team include advanced usability questions and problem reproduction. Level 2 support identifies product defects and, when necessary, escalates to Level 3 support for resolution.
Level 3 Support: Sustaining Engineering
This team works very closely with the development team to release customer-specific patches that ensure customer issues are addressed in a timely manner. By working closely with Level 2 support, this team is prepared to take responsibility for major releases.
At a high level, transitioning to Infogain Technical Support is a 3 step process. We first identify the customer's needs and objectives before building a detailed transition plan for fully transitioning the Technical Support responsibilities.
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