Profile Software’s support model is structured to facilitate quick processing of user requests to expedite troubleshooting and deliver answers and solutions to clients’ needs within a particular Service-Level-Agreement scope. This model is based on a multi-levelled approach (helpdesk, remote support and on-site intervention) and offers a single point of contact, delivering exceptional customer experience.
Profile uses industry standard ticketing tools that enable capturing, management and monitoring of incoming communication, either for product support, change requests or enquiries. Requests for technical support can be submitted round-the-clock through the ticketing tool, or via e-mail streams and telephone sessions even on 24x7 basis depending on the SLA agreement.
Advisory and Managed Services
As a post-implementation service, our team of experienced consultants is able to advise business, IT or operational officers to leverage the output of Profile Software’s solutions, through business process optimisation workshops or deployment of product add-on features. The company also provides hosting services for its solutions and additional Business Process Outsourcing (BPO) services or Business Process as a Service (BPaaS), to ensure delivery to the benefits of the client. As a certified cloud-enabled provider, Profile has implemented its solutions on Amazon Web Services, Microsoft Azure, etc cloud platforms.