To successfully develop, implement and operate an integrated ERP Solution Inecom clients focus on developing and outlining processes for managing complexity, mitigating risks and controlling costs.
To address these business challenges in 2012 and beyond, Inecom now offers customers a comprehensive two tiered portfolio of support offerings. Clients can select the support level based on their individual business needs and considerations.
Inecom offerings are built upon long-standing experience in supporting enterprise-critical applications. With more than 20 years of close engagement with customers, Inecom has developed and is continuously improving tools, processes and methodologies to empower customers and deliver support at the highest level.
Inecom technical support is subdivided into tiers, or levels, in order to better serve our client base. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. Success is dependent on the support consultant’s’ understanding of their level of responsibility and commitments, to our customer, response time commitments, and when to appropriately escalate an issue and to which level. The Inecom support structure revolves around a three-tiered technical support system.
Inecom reserves the right to change the processes and escalation in order to best meet the client’s requirements as they may be from time to time.
Level 1 Inecom Support Consultant
This is the initial support level responsible for basic customer issues and sometimes able to be addressed through the process of logging the call through the Client Relations Team. Level 1 Support is synonymous with first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic level technical support functions. The first job of the Inecom Support Consultant is to gather the customer’s information and to determine the customer’s issue by analysing the symptoms and determining the underlying problem.
When analysing the symptoms, it is important for Inecom Support to identify what the customer is trying to accomplish so that time is not wasted on “attempting to solve a symptom instead of a problem.”
Once identification of the underlying problem is established, the team can begin sorting through the possible solutions available. Inecom Support specialists typically handle straightforward and simple problems. This includes troubleshooting methods such as assistance with navigating around application menus. The KPI goal for Inecom Support is to handle 80% of the user problems before finding it necessary to escalate the issue to a higher level.
This is a more in-depth technical support level than Tier I and is covered under the support contract from Inecom. Escalation to more experienced and knowledgeable personnel on a particular product or service is called for as advanced technical troubleshooting and analysis methods are required. Inecom Consultants, in this realm of knowledge, are responsible for assisting Tier I personnel solve basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. However, prior to the troubleshooting process, it is important that the SAP Consultant reviews the work that has already been accomplished by Inecom Support and how long the issue has been with the particular customer. This is a key element in meeting both the customer and business needs as it allows the support process to prioritise the troubleshooting process and properly manage time.
If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for raising this issue to Level 3 - Director of Professional Services. This process helps to ensure the intricacies of a challenging issue are solved by providing rapid experienced and knowledgeable input.
Level 3 – Director of Professional Services
This is the highest level of support at Inecom. Here we are responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support, back-end support, support line 3, high-end support, and various other headings denoting expert level troubleshooting and analysis methods. We are experts in our field and are responsible for not only assisting both the Level 1 and Level 2 teams, but with the research and development of solutions to new or unknown issues.
Upon encountering new problems; however, the Director of Professional Services must first determine whether or not to solve the problem and may require the customer’s contact information in order to review and have adequate time to troubleshoot the issue and find a solution.
In some instances, an issue may be so problematic to the point where the solution cannot be salvaged and must be replaced. Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis.
Level 4 – Vendor Direct Support
This is an escalation point beyond Inecom and the client. This is only applicable to issues not resolvable and identified as a potential Vendor or function issues. All costs are covered by Inecom for this escalation in the event that the error is discovered as Client IT related. However any direct data updates initiated by a System Administrator/DBA nullifies all warranties by Inecom and appropriate Vendors.