System Support

FlexiTon offers a single point of access to experienced engineers who are dedicated to overcome any issue within predefined timescales.

The Customer Support Team’s (CST) objectives are

  • to offer high-quality technical support: the right solution in proper time
  • to provide maximum safety to our customers
  • to establish a common language and format to provide more effective communication between the user and the support team
  • to standardise requirement and support methodology between the user and the support which achieves an effective performance interface

FlexiTon’s 2nd Line Support Services offers comprehensive maintenance and problem resolution offerings for your ARIADNE product so you can get the level of support that suits best your business (from 5x8 to 7x24 hours).

The offered services are

  • Remote Support and Problem identification
  • Account Management to provide end-to-end service management for Your service
  • Data quality checking and fixing
  • System Administration (installation, user account management, configuration)
  • Releasing new products/patches during Enhanced Service Hours
  • Map uploading
  • Maintaining test environments

FlexiTon’s 3rd Line Support services offers complex activities like

  • call logging
  • releasing product updates
  • releasing product hot fixes
  • handling those cases which have been escalated from 2nd line due to complexity, or expert skills & resources required to resolve
  • to resolve and report on customer queries and problems of medium to large complexity. Troubleshoot and quickly diagnose less complex problems in accordance with the Service Level Agreement (SLA)/key performance indicators and propose measures to prevent recurrence
  • to design/lead Browser, User, SuperUser, Administrator and Delta trainings plus On-site, Startup support
  • Standard or Enhanced support hours according to your needs