To streamline the support process for your vital analytical applications, we have a "post Go-Live" Service Desk in place where questions and incidents can be logged.
We operate a cloud-based service desk application in which our customers can log tickets. All interaction concerning a certain ticket will be done via this application, ensuring that no critical information about tickets get lost.
Through a web-interface, designated personnel of our customers can easily enter new tickets and follow-up progress on existing questions or issues. The Service Desk application will ensure that the requests are routed to the right and relevant element61 expert (or team of experts).
These requests are handled by our application experts, within the Service Levels agreed in our agreement. The Service Desk Support Services span support from the functional process, over the application built in your BI or CPM technology of choice, the data- and master data-uploaded, to the software versions and potential bugs, the underlying database, operating system and hardware, where relevant.
We involve the Service Desk team in our projects. This allows for a smoother onboarding process as the support agents have been involved in user acceptance testing and hypercare. As our support agents engage with the users and the key-users of our client, we ensure that the after care onboarding process is limited and that our clients can benefit from a very efficient support service.
Do not hesitate to contact us and get to know all the possibilities of our support services for IBM Cognos, Microsoft BI & SQL Server, SAP Business Objects (BI, Business Warehouse and BPC), Tagetik, Sigma Conso and Qlik.
Support customers can gain access to the element61 Service Desk here.