Profile Software's support model is structured to facilitate quick processing of support requests to better expedite required troubleshooting and delivery of answers and solutions to Clients’ issues within Service-Level-Agreement scope. The support model, based on a leveled approach (helpdesk, remote support and on-site intervention) offers a single point of contact for customer case reporting, communications and follow-up of issues.”
Our technical support accepts round-the-clock submission of requests through web enabled real-time ticketing system (Profile Tracker), or by e-mail and telephone streams. Tracker is web-based ticketing tool that enables capturing, management and monitoring of incoming Service Requests, either for product support or change request. Based on the type of request, Profile Services support mechanism either directs the support inquiry to an appropriate Consultant for handling, or prepares a change request for Customer approval to extend functionality of solution under operation.
As a post implementation service, our team of experienced Consultants can advise your business, IT or operational officers to leverage the output of Profile solution, through optimization workshops or deployment of product add-on features.