 |
PAS-X SERVICES
|
|
| PAS-X Service Desk |
|
The PAS-X Service Desk is the central point of contact for all support and service inquiries of our PAS-X customers, and - on request - it can provide 24/7 round the clock service 365 days a year. The Service Desk operates according to ITIL standards and combines maximum solution competence with short response and solution times.
It receives and documents inquiries in a trouble ticket system and monitors and tracks them through to resolution. |
 enlarge |
|
|
|
Benefits of the PAS-X Service Desk
|
|
|
The PAS-X Service Desk offers the following scope of services:
- 24/7 support (depending on the maintenance agreement concluded by the customer)
- Remote analyses via secure connections (SSL, VPN, etc.) as requested by the customer
- Single Point of Contact
- Central point of contact for all support and service inquiries through all communication channels
- PAS-X Services
- Incident management including
- 1st level support
- 2nd level support
- Oracle Services
- Incident management including
- 1st level support
- 2nd level support
- Support with the integration of Oracle MetaLink
- Support in the field of backup and recovery
- Assistance with the provision of patches
- Escalation management
- Range of response- and solution-time options (depending on the terms and conditions of the maintenance agreement concluded by the customer; e.g. 1h response time and 4h solution time)
- Use of the Trouble Ticket System
|
|
|
|
Quality Standards for PAS-X Services
|
|
|
Workflows, organizational structures and tools of the Service Desk are based on the de-facto standard ITIL. All Service Desk staff members follow standard operating procedures (SOPs).
Trouble Ticket System
The Service Desk uses a Trouble Ticket System. This system records all support and service inquiries, whether they be received via phone call, electronic mail or fax. This ensures that all customer inquiries will be promptly responded to. The Trouble Ticket System significantly increases the transparency of the support workflows, which means that our customers can get at any time detailed information about the current state of their inquiries.
|
|
Highly Qualified Staff
The PAS-X Service Desk is manned by experienced and well-qualified staff. In close consultation with our customers, Service Desk staff become at a very early stage involved in the preparations of the go-live phase. This ensures a smooth and seamless transition of the project to the maintenance stage.
|
|
|
Overview