The Web Helpdesk service is active 24 hours on 24, 7 days out of 7, and allows you to trace all the messages and requests of our customers through “tickets” managed by the Technical reference of each customer, or by other technicians, in the absence of first, under the controlled supervision of the Director Software Support.
Each ticket is managed by Priority assigned.
Customers who have subscribed to the Software Support Contract, have guaranteed response within 4 working hours on a ticket with Priority = 5 (blocking failure)
A ticket can cover different categories of reports:
- malfunctions
- required improvements
- Estimates of requests
- problem Report