Project Management Services
Consulting Services
System Integration Services
Network Services
Application Training Services
Support Services
Application Support
MedicaSoft is committed to providing reliable application maintenance support with prompt response times. Our application support can be tailored to your organization with agreements that let you decide the level of service that best suits your needs. Depending on the level of service you require an applications engineer is assigned specifically to your organization to provide prompt updates regarding upgrade and enhancements, a commitment to keeping you abreast with the industry and to provide familiarity with your issues which leads to quick response times.
Application Support provides:
- Remote customer care support
- Call logging and first-line resolution
- Phone support for field service engineers
- Service fix and patch update on selected cases
- Service desk analyst for application issues and escalation
- Single point of contact for problem logging and resolution
Field Service Support
MedicaSoft's field service support is an extension of our Application Support Services. Our field services engineers provide on-site problem resolution to the different components of the deployed solution. Field services support is engaged whenever it is not feasible to resolve a problem remotely through our Application Support Services. The actual terms of the field support will depend on the level of service you require. Field Service Support is managed be a dedicated Service Delivery Manager.
Service Desk
MedicaSoft's services desk will drive service level management. The established management process aims to restore normal service operation as quickly as possible and minimize the adverse impact on business operations and includes:
- Receiving of a request to log an incident through voice, e-mail or fax. The request is logged and classified as faults, service requests or administration requests.
- Analysis and Fault --analysis of incident and searching for a resolution against the known errors in the database.
- Resolution and/or Escalation--Investigation of incident and determining the resolution for the problem. Implementing the fix or work around for the problem and ensuring that incident is resolved within agreed service levels. Should a resolution not be available, the problem will be escalated to the relevant party to ensure that the problem is resolved within the agreed service level.
- Incident Closure --when an incident has been resolved the call will be closed and the known error database updated. The customer is contacted for feedback and to get sign-off on closure of the incident.
- Root Cause Analysis--should it be required a root cause analysis will be done and the necessary actions will be taken to prevent reoccurrences of a similar problem.
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