Eager to find out more about the struggles that CTO’s are having with their software systems, specifically the maintenance thereof, Typeqast decided to pose the question. Interestingly, 15% of respondents said to have a challenge with their 24/7 IT support requirement.
Reducing IT overhead while having 24/7 maintenance support can go hand in hand. Having a remote team to support you can often be a great way to reduce these costs. But how does this work in practice? We’ll take you through the steps.
An appointed Support Engineer will coordinate communications and levels of technical support including a support team and full development team. A selection of appropriate tools will be made available and tailored to your needs - including a Help Centre, PDF library, and Service Desk Portal.
An out-of-the-box support service with minimal IT overheads will be provided, yet still tailored to the needs of your team and product. Utilizing tools such as Jira, all relevant groups will be connected in one place with workflows and documentation designed to your needs. Ensuring your team has the back-up they need, there will be 24/7 support available for high priority incidents. This includes a point of contact, telephone support, a support/dev team, and issue logging/tracking via the service desk.
1. Help center / Bespoke product directory or PDF library
2. Service Desk Portal including Direct Email Address
3. Phone support
4. WhatsApp business
5. 24/7 emergency phone support for agreed priority one incidents
Having the ability to support and maintain a platform, and more importantly, to be able to have a 'Service Desk' accessible to our clients and end-users is something that Typeqast places a huge emphasis on.