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Product Support
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High tech businesses need to manage and retain product support teams that possess high knowledge levels of their business domain and product functionality, combined with strong technology competencies and even multilingual skills.
At Minacs, we do that for you. In fact, our experience is turning information from customer issues into valuable insight for clients. Our comprehensive program management framework, continuous improvement capabilities, oversight transparency of our results managing customers are delivering competitive advantage to many large and smaller technology clients.
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Product maintenance and sustenance engineering: new release planning, maintenance documentation, release management, migrations, warranty support, product design structured feedback loop.
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Level 1 tech support: experienced technicians assist customers at the first level of problem resolution. Includes problem isolation, basic troubleshooting, and incident management, through phones and self-service systems.
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Level 2 tech support: supported by product specialists performing complex incident replication, environment/ knowledge/ defect database management, functionality testing, release and implementation consulting and report generation activities.
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Level 3 tech support: depending on SLAs, when technical issues get escalated past level 1 or 2, senior engineers with deep product knowledge implement bug and product enhancement requests into the product quickly. Certain other activities such as migration and training may also be delivered as part of this level of support.
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Professional services and staff augmentation.
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Scalable, global infrastructure to drive your new product/ version deployment and implementation.
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Proven best-shore strategies that drive cost-effective tech support operations, and consistent customer experience and satisfaction.
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Clients entrust us with long-term support and maintenance needs, supporting their global support centers, or as exclusive services partner.
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