Amita – IT Services and Solutions

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Customer Support Center

AMITA. SUPPORT.

Integrated. Immediate.


AMITA provides a 24*7 support and maintenance offering for production systems and application development that covers resolution of problems, as a well as the provision of advice on a range of business integration, training and other matters. AMITA’s Customer Support Centre service offering is an online technical support portal (https://support.amita.com) with fully automated email response and Ticket ID.

 

AMITA’s Customer Support Centre offers a single point of contact to:

  • Receive service requests and prioritize them with the business stakeholder;
  • Perform diagnostic procedures such as information gathering, troubleshooting and problem reproduction, determine initial diagnosis, and resolve;
  • Determine the required course of action;
  • Escalate when required;
  • Conduct trouble ticket (problem reference number) follow-up;
  • Submit enhancement requests (i.e. code changes, product enhancements, etc.) to development.

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AMITA can also provide options for 24 x7 Enhanced Support on an as requested basis to deal with urgent circumstances.

 

First Line – Customer Primary Point of Contact

  • End Users on Customer Site will send Issues to their AMITA Primary Point of Contact; who will filter Incidents to AMITA Support Centre

Second Line – AMITA Support Centre

  • AMITA receives incidents from the Customer Primary Point of Contact (or their delegate) via Web, email, phone, or fax contact capabilities
  • Support Centre performs Incident Verification & identifies potential resolution

Third Line – AMITA Development or AMITA Professional Services

  • Incidents, once recreated and deemed to be a Problem/Defect, are passed to Development for fix in a future release (timing depends on the severity of the problem found)

Escalations

  • Any incidents not followed up on in time or are critical are escalated by the Support Centre to the Support Centre Manager and Portfolio Manager

 

Support Centre performs Incident Verification & identifies potential resolution.