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Enhancements and IT Support We Offer
Enhancements and IT Support We Offer
Technical Assistance
Our technical assistance team ensures software systems remain fully operational and responsive to critical production requirements.
Technical Data Access
We collect retrieve, manage, and analyze technical data to diagnose issues, resolve problems, and optimize system performance.
Ticket Tracking & Resolution
We seamlessly monitor and manage support requests to solve customer issues promptly and enhance customer satisfaction.
Incident Categorization & Management
We prioritize technical issues based on severity and collaborate effectively to accelerate resolution as a team, and communicate clearly with customers, stakeholders, and other members of the organisation.
Continuous System Improvements
We perform regular updates and refinements to enhance functionality, ensuring continuous evolution aligned with business needs and industry standards.
Our Multi-Level IT Support Structure
Our support system is organized into multiple tiers for the ensure efficient resolution
Responsibilities of our L1 Support
Identity Authentication – Secure login through Access Management Systems to ensure authorized access.
Incident Categorization – The team categorizes the incident based on severity, type, and impact.
Initial Troubleshooting – Standardized troubleshooting using SOPs (Standard Operating Procedures).
Knowledge-Based Assistance – Utilizing reference materials and historical records to find quick solutions.
Escalation Process – Seamless transition to L2 support if further expertise is required.
Responsibilities of our L2 Support – Advanced Technical Assistance
In-Depth Diagnostics – Comprehensive analysis and troubleshooting of technical issues.
Advanced Problem-Solving – We utilize specialized tools and knowledge to identify solutions.
Collaboration with Expert Teams – We closely work with the engineering team, if required to implement fixes and verify the solution’s effectiveness.
Documentation Updates – Our L2 team updates the document and promptly informs L1 support and customers, facilitating continuous improvement and effective knowledge sharing within the support framework.
Years of experience
%
Client Satisfaction Rate
Expert Professionals
Years of experience
%
Client Satisfaction Rate
Expert Professionals
Why Choose Us for
Enhancements and IT
Support Services
Maximize your IT systems efficiency along with minimizing costs and potential issues with efficient support.
01
Get the Expertise you need
With our extensive experience in delivering IT Support and Enhancement services across industries like BFSI, Automotive, and Manufacturing. Our technical support team provides effective solutions tailored to industry standards and compliance requirements.
02
End-to-End Support
From infrastructure management to application support, we provide comprehensive IT support solutions. Our 24/7 service model ensures business continuity, minimizes downtime, and enables prompt resolution of technical issues, allowing your internal teams to stay focused on core objectives.
03
Tailored Enhancement Services
We go beyond basic support by providing enhancement services that optimize system performance and drive digital transformation. Whether it’s upgrading legacy systems, integrating new tools, or automating business processes, we deliver solutions tailored to your strategic goals.
04
Agility and Scalability
We provide flexible service models tailored to your business requirements, ensuring seamless support for your operations. Our agile approach enables swift adaptation to evolving technology demands.
05
Enhanced Security
We prioritize security across our support and enhancement services by implementing proactive monitoring, robust data protection measures, and comprehensive compliance audits, ensuring a safe and secure IT environment.
05
Customer-Centric Approach
We tailor our approach to each client by assigning dedicated account managers and technical leads, ensuring seamless communication, effective project management, and continuous alignment with evolving business requirements.
Why Choose Us for Enhancements
and IT Support Services
Maximize your IT systems efficiency along with minimizing costs and potential issues with efficient support.
01
Get the Expertise you need
With our extensive experience in delivering IT Support and Enhancement services across industries like BFSI, Automotive, and Manufacturing. Our technical support team provides effective solutions tailored to industry standards and compliance requirements.
02
End-to-End Support
From infrastructure management to application support, we provide comprehensive IT support solutions. Our 24/7 service model ensures business continuity, minimizes downtime, and enables prompt resolution of technical issues, allowing your internal teams to stay focused on core objectives.
03
Tailored Enhancement Services
We go beyond basic support by providing enhancement services that optimize system performance and drive digital transformation. Whether it’s upgrading legacy systems, integrating new tools, or automating business processes, we deliver solutions tailored to your strategic goals.
04
Agility and Scalability
We provide flexible service models tailored to your business requirements, ensuring seamless support for your operations. Our agile approach enables swift adaptation to evolving technology demands.
05
Enhanced Security
We prioritize security across our support and enhancement services by implementing proactive monitoring, robust data protection measures, and comprehensive compliance audits, ensuring a safe and secure IT environment.
06
Customer-Centric Approach
We tailor our approach to each client by assigning dedicated account managers and technical leads, ensuring seamless communication, effective project management, and continuous alignment with evolving business requirements.
FAQs on Enhancements and IT Support
What is the resolution time for support requests?
Our resolution time usually takes 24 hours depending on the severity of the ticket.
What are the different applications that can be supported for IT Support and Enhancement services at Infotel?
We can provide enhancement and support services for a vast range of applications –
Enterprise and Business applications, Database and Cloud applications, Web and Mobile applications etc.
Do you offer troubleshooting in addition to maintenance?
Yes, our team of experts is highly skilled in providing software troubleshooting functionality.
Do you provide a dedicated project Manager or Scrum Master as a point of contact?
Yes, a dedicated project manager/scrum master will be assigned throughout the process to whom you can stay in touch to receive updates for query resolution.
Do you provide support and maintenance services after deployment?
Yes, we provide support and maintenance services, including bug fixes, continuous monitoring, and technical issue resolution, to enhance the performance and reliability of your product.
What is the resolution time for support requests?
Our resolution time usually takes 24 hours depending on the severity of the ticket.
What are the different applications that can be supported for IT Support and Enhancement
services at Infotel?
We can provide enhancement and support services for a vast range of applications –
Enterprise and Business applications, Database and Cloud applications, Web and Mobile applications etc.
Do you offer troubleshooting in addition to maintenance?
Yes, our team of experts is highly skilled in providing software troubleshooting functionality.
Do you provide a dedicated project Manager or Scrum Master as a point of contact?
Yes, a dedicated project manager/scrum master will be assigned throughout the process to whom you can stay in touch to receive updates for query resolution.
Do you provide support and maintenance services after deployment?
Yes, we provide support and maintenance services, including bug fixes, continuous monitoring, and technical issue resolution, to enhance the performance and reliability of your product
