Support
ARC support services team is on-hand at all times to support and maintain ARC product suite after deployment
at your site.
Our support services include bug fixes, patches, updates and support to configure ARC components.
Our Service Level Agreement (SLA) driven support model comprises the following levels:
Level 1 : Call support
- Dedicated telephone, fax and email support (either 24x7, or as per requirement)
- Application and database monitoring
- Processes and procedures to support users
- Usage of help desk tool to support help desk operations
- Escalation mechanisms
- Routing of out-of-scope support issues to vendors and other teams on hand
- Multilingual support - we are on hand to provide support in languages as per your requirement
Level 2 : Technical support
- Problem analysis and resolution for problem calls received
- Defect fixes
- Workarounds, alternatives
- Patches to the applications and interfaces
- Cosmetic changes and presentation of user interface
- Minor code updates and enhancements
Level 3 : Technical support (New development and enhancements)
- Change requests, requests for new features or functionality
- New modified and ad hoc reports
- Replacing old, or creating new, applications
- Implementing new third-party application software
- Software migration to newer versions
- Creating new application interfaces