EDO Provides Help Desk
Support for
Vertical and Custom Software Applications
EDO performs a detailed assessment of a client's vertical or custom application support requirements. Then we develop a unique support solution that enables us to provide our client with:
- Defined service-level commitments.
- Competitive support service pricing.
- Evaluation metrics for measuring service-level performance.
- Support and Quality Assurance processes that ensure customer satisfaction with the software application.
- Flexible and detailed activity reporting based on client requirements.
- Guarantees that software rights will be observed.
- Flexible support hours: 7 X 24 X 365, after hours, overflow, holidays, and normal business hours.
- Dynamic support customization and improvement based on changing business requirements and/or service-level requirements.
- Fast start-up and implementation of support.
- A trained support team of specialists with the expertise required to meet our client's application support needs.
- "Performance-Based" incentives.
Our vertical and custom software help desk services include:
- Partial or complete help desk outsourcing.
- Dedicated help desk team.
- Support via toll-free phone, e-Mail, Fax, and the Internet.
- Highly-personalized seamless interaction with a client's staff or customers.
- Call screening, routing, logging, tracking, and ownership.
- Escalation to second or third tier support specialists.
- Vertical/custom application installation, configuration, operation, and troubleshooting support.
- Development of vertical/custom application knowledge bases and FAQs.
- Software testing services.
- Converting application documentation to online and CD formats.
- Disaster and contingency planning.
- Software engineering and help desk consulting.
- Customized Detailed Help Desk Support Reports.
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