Technical support aims to assist customers in resolving technical issues related to their hardware or software. This service can be offered in various forms, including by phone, email, through a ticket system, or by direct technical assistance on-site.
Our technicians also work to prevent future problems. They perform regular maintenance on systems, install security software to prevent cyberattacks, and provide training to customers on how to use the product or service safely and efficiently.
Technical support follows a standardized process to address customer requests. When a customer contacts technical support, a technician is assigned to analyze the issue. The technician asks a series of questions to understand the problem and find a solution. In some cases, the technician may directly resolve the issue, while in other cases, an on-site technician may be sent or detailed troubleshooting instructions need to be provided.
We are always looking for new features, mainly based on customer requests. Our approach involves in-depth analysis of customer requests to add a new feature.
Next, we quickly discuss with the customer about the new feature, its implications on the system, on employees using the software we provide, and on the overall context.
Based on thorough analysis and depending on the situation, we cover up to 80% of the implementation costs for changes. Some changes enhance our software, so we are ready to perform them for our customers at a low cost. However, some changes are too specific to the customer, so we might accept a contribution lower than 80%.
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