Support
Support has several dimensions e.g. Installation & Configuration, Upgrades & Updates, Troubleshooting & User Queries, etc. We are ESPL look at our product and projects with Life-Cycle Approach. This means there is a continuum of efforts and a set roadmap to keep the product sustainable over a longer period of time.
It doesn’t end at the deployment stage, rather our focus will be to keep your product / deployment as relevant five years later as it is on the first day of deployment. This is achieved through smartly designed activities under support function.
Video Tutorials for Users
Comprehensive set of video tutorials is there to train users. This reservoir remains available not only to first time users but also new users coming onboard subsequently during the life of project.
Support Group
We recommend forming a support group consisting of users from client side and 2-3 members of TeamESPL. This group remains active throughout the life of project ensuring speedy response to queries and troubleshooting in timely manner.
With support subscribed, our team prioritize expert level guidance and troubleshooting for our customers in connection with questions and issues arising even after initial deployment throughout the life of system.
Any subsequent new feature introduced relevant to the version initially deployed would reach our customers as upgrades. Whereas, minor issues and bugs are addressed as updates.
Support team remains accessible through email and WhatsApp to handle queries raised by customers during the use of software with expert advice and specific guidance. This will cover configuration issues arising with changes in organization’s operations, as well as product functionality questions forwarded by the users.
In short, this support function will be there to replicate your internal IT resource with respect to this system.