Testfyra Help Desk Services
Delivering customer support activities , ticketing support and incident management.
Our Services
Technical Support
Help on issues with installations, configuration, setup, operation or other product related technical issues.
Customer Service
Assistance with accounts , maintenance , sales , web or customer portal.
Licensing Support
Questions and issues regarding product licensing.
Evaluation Support
Questions regarding trials of product customer don’t currently own.
Omnichannel Customer Engagement
Remote and local team support
Testfyra Help Desk Features
Remote and local on-site troubleshooting
Omnichannel ticket raise support - Telephone , online support ticket portal, email ,knowledge base
Handle first-line support tickets internally and second line of solarwinds
Managing TestFyra Help desk portal – JIRA Service Management
Managing Solarwinds customer portal.
Real-time notification of ongoing progress/update/closure to customer by email and SMS.
Availability – 24 x 7 x 365
SLA Maintenance as per customer agreement.
Service Level Agreement
| Ticket Priority | Response TAT |
|---|---|
| System down | Telephone support , customer portal, email support with 1 Hour TAT |
| High | Telephone support , customer portal, email support with 4 Hour TAT |
| Medium | Telephone support , customer portal, email support with 8 Hour TAT |
| Low | Telephone support , customer portal, email support with 24 Hour TAT |