OneCare - Software Repair
The SW Repair service is a fast and guaranteed repair of software defects. The result of the service is the analysis and elimination of the software fault or reduction of its impact on the customer's network operation.
Service description
This service typically includes:
- provision of a 24x7 hot-line for reporting faults - by phone, email or via the web
- analysis of the cause of the fault at the fault location or remotely and identification of the software error
- software fault isolation
- to make the malfunctioning software operational according to the severity of the error (priority) by repairing the configuration or installing a software patch
- Ensuring escalation to the manufacturer's expert technical assistance, including managing next steps if software manufacturer interaction is required
ALEF guarantees the performance of this service (SLA).
Who is the service for?
For all types and sizes of customers who use Cisco Systems, F5, NetApp, Microsoft or other products we support in their IT environment. Our sales representative will give you information on what specific software products we are able to service.
Main advantages of the service
All of our technicians are specialists in Cisco Systems products and products from other manufacturers that we sell.
A large number of our technicians have the highest level of professional certifications for the software products we support. We are a leader in the field of Cisco Systems software solutions in the Czech Republic. Most of the technicians at the second level of support also work as trainers for the professional training that our company offers.
Our servicedesk operates 24x7 and tickets are handled by technicians, not trained administrators, so the expert handling of customer requests is very fast indeed.
How is the communication?
- The basic methods of communication between the customer and our service staff are the ServiceDesk application, telephone hot-line and e-mail. All requests are handled by our Servicedesk team 24x7.
- We operate the JIRA ServiceDesk system, which records all requests for technical support reported in any way. From this system we provide our customers with reports on resolved tickets.
- We keep the customer informed about the status of the resolution of their request, and at the end we ask them to agree to the resolution of their request.