The mere purchase of a product does not end the relationship between the company and the customer.
In some cases, in the offer, assistance in the use and operation of the product itself must be ensured, also in order to ensure reliability around the corporate brand.
To this end, the IT support activity proves to be fundamental, especially when the problem that emerges is characterized by urgency and, if not immediately resolved, can cause serious economic damage and more.
Therefore, depending on the urgency and complexity of the problems, the support activity can be provided through different methods or levels.
Level 1 support.
The basic and most immediate support activity is assistance for hardware and software problems via email, chat or telephone call, through which the user is guided step by step towards the resolution of the problem. In this case, requests are managed through a specific program – ticket management or problem management – which automatically organizes the requests by dividing them by priority and keeping track of all interactions between the company and the user.
Through the ticket, the operator communicates directly with the user in order to evaluate the causes of the problem and the relative solutions also through remote sharing of the desktop.
If the problem is not easy to solve at this level, the operator retransmits the ticket to the next level team, through an escalation procedure.
Level 2 support.
The second level, in fact, provides a highly qualified team of technicians on site, aimed at providing a technically more advanced analysis, managing the problem – system side and server side – as regards the software, the network and the database.
Upon resolution of the problem, the ticket is closed and archived.
The Proconsul Group S.r.l. team guarantees the presence and assistance of first and second level operators, who provide the most suitable support with promptness and immediacy of resolution. This support, depending on the needs of the Partner / Customer, can be structured in such a way as to respect any needs in relation to the quality and speed of intervention, through the definition of a Service Level Agreement (SLA) or periodic performance measurement of the support team through specific indicators (Key Performance Indicators, or KPI).