Post-Implementation Support by EMS Partner
Considering how important it is to maintain IT systems and ensure their continuous operation, we also offer our customers support services as an extension of the solution provider’s support. Utilizing this offer comes with several advantages. Firstly, the language barrier is eliminated since the service is provided in Polish. Additionally, implementation engineers are also involved in the support activities, so they are familiar with the context of the infrastructure in which the failure occurred. What is also essential, as a value-added distributor and reseller, we can escalate reported incidents and problems much more efficiently directly to the solution provider. Despite adding an extra link, this path proves to be much more effective because established communication channels allow us to influence the resolution time of the reported issue.
The delivery of support services is based on a service agreement that specifies the responsibilities of EMS Partner, particularly defining response times of the technical team to the report and times for initiating repairs. Standard EMS Partner support covers all types of incidents and maintenance processes (e.g., system updates). We are also available for know-how inquiries regarding the configuration and operation of our systems. Typically, we provide support on business days from 8:00 AM to 5:00 PM. We have prepared three communication channels for our customers – technical support portal, phone number, and email address. In exceptional situations, it is possible to provide support on-site, including 24x7x365 availability.
The user support department is available to customers on business days from 8:00 AM to 5:00 PM.