Support

We support our customers in planning, installation, troubleshooting, maintenance and upgrading the provided service. Each of our customers will have their own designated service manager who is responsible for the quality of the service as well as the service development. Clear distribution of responsibilities speeds up the task handling times. We produce services by following ITIL practices enabling us to succeed in change management.

Our technical support takes care of our customers’ servers latest security updates, monitor the capacity of the servers, backups, as well as performance. We can include in the contract the customer care applications and database management and control. We are responsible for the functionality of the server environment within the customer in accordance with the agreed service. Our professional staff and effective tools ensure a quick reaction to problems of any kind.

(Herman IT Service Manager is responsible for Service Management, reporting, Incident, Problem and Change management. Herman IT Service Manager reviews the Service Reports with the Customer in the quarterly Service Review Meetings.)