Support

HelpDesk and Support Services

E‑Group provide support services:

24/7 or 8/5 customized availability, first line or second line support
response times as defined in SLA agreement
Service offered through remote connection or on‑site
Support affecting both the "production" and "preproduction" environments
Support offered in Hungarian and English language
AAdministration of all support activity in the CRM tool, real time monitoring, issue tracking and extensive audit log
The SLA will define the minimum information that the Customer will provide when reporting an incident, so as E‑Group can take over the legal responsibility for the service.
E‑Group will produce a timesheet on a weekly basis, listing all activities of E‑Group personnel related. This timesheet will be confirmed by the Customer, and serve the basis of monitoring and quality control.

Support Processes

Register Helpdesk calls, faxes and emails, as well as client requests arriving through the dedicated CRM system. On an optional basis the Customer's CRM system may also be used.
Answer the requests and / or launch the escalation process towards the project management if applicable.
Assure quality control, respect of contractual timeframes, and regular feedback to the client on the status of the issue
Document and manage delivery of the solution
When applicable manage the deployment phase of a patch, including regular software upgrades, installations, trainings etc. The deployment usually involves preliminary analysis, technical preparation of the underlying environment, and of course the management of the deployment process according to a preagreed Deployment plan.
Manage where applicable remote access or on-site support

The HelpDesk is operated by a 4-person strong Support Team, with the necessary technical and operational skills, capable of answering product or industry specific calls of end users.

Support Tools Used

The Customer's CRM system will be available to the registered E‑Group personnel, in English (eventually Hungarian) language. This will be the reference database to register events and solutions, and will be the basis for quality control and reporting.

Technology Skills

E‑Group has extensive track record on: Microsoft IIS, Oracle, Macromedia, J2EE, Delphi, Visual C++, Mail technologies SMTP/POP3, storage and backup facilities, settlement and transaction systems, workflow applications, Crystal reports, data exchange mechanisms including XML, FTP and others.

E‑Group personnel has project experience with: Tivoli, Paragon, Jakarta Struts.

E‑Group has extensive installation, production and support experience with mission critical, clustered Microsoft environments (Windows operating systems, Microsoft SQL databases, Microsoft IIS, Biztalk, Sharepoint, Exchange and other server and office components).

HelpDesk Channels

The HelpDesk media that may be used are:

Costumer's Internet-based CRM system: all incident and related events should be registered in the CRM database. E‑Group either supports that personnel should receive a trigger or scans regularly the database.
Phone / Fax: Customer reports the event to a predefined phone number, the HelpDesk is in charge of generating the entry into the CRM database.
Email: Customer reports the event to a predefined email address, the HelpDesk receives the trigger from the mail server, the HelpDesk is in charge of generating the entry into the CRM database.

The minimum information content of an entry is defined in the SLA.

Call Center / Rotational system

E‑Group provide a Call Center function during regular business hours in Hungary (5/12 regime). Naturally 7/24 or other regime can be offered upon request.

E‑Group treat customer calls on a rotational, on‑demand basis outside regular business hours, assigning one responsible person and a backup person at all times.

Diagnosis Environment

If applicable, E‑Group will make available a separate environment on which it can attempt to reproduce the incident. This environment will be available immediately when needed, with administrator rights.

It is preferred that the environment be at E‑Group premises if there is a need to perform physical interventions (example hardware related interventions)

Escalation Process

The escalation process will follow the criteria and methodology set forth in the SLA.

Remote Access

The hardware equipment necessary on E‑Group side for remote login will be provided by E‑Group. It is understood that software components will be provided by the customer, if applicable.

Processing of Support Requests

During the escalation process, the HelpDesk issues a ticket number. E‑Group will start the correction according to the priority timeframes assigned to the request.

All development work will bear the ticket number issued by the HelpDesk, so as to follow precisely the time and effort spent on a particular incident or sub-project.

Acceptance of the Intervention by Customer

Following completion the Customer makes a takeover and confirms the acceptance of the solution. If the solution is not accepted, the issue cannot be considered as closed.

Documentation and Reporting

All steps occurred during the support process will be documented. Additional documentation will be produced and stored at E‑Group premises if applicable.

Quality Management

All interventions at E‑Group Support and development team will be carried out according to the quality assurance processes certified ISO 9001:2000.

Moreover, a separate quality control is part of each process, controlled regularly by the Quality Engineer at E‑Group.

A regular quality control process is set in the SLA.

On-Site Support

On-site support can be performed upon specific request, or if E‑Group support finds it necessary for the successful completion. E‑Group support staff will be given access to Customer premises, under supervision by Customer personnel during their stay. From the point of view of timesheet, travel time will be included into support time.

Customer On‑Site Interventions

In case any event related to the support activity at Customer would require members of the E‑Group Support team to visit Customer premises, such travel will be discussed on a case by case basis and preapproved by the Customer.