Omega-Sphere gives a client driven way to deal with supporting our customers innovation needs with adaptable Help Desk support and administrations for an assortment of industry driving applications, our own particular custom programming applications and different equipment stages. We use an industry driving computerized programming bolster stage which give important announcing abilities and execution measurements. We can make a help program that backings your necessities.

Enable Desk To help Services

Live Solution Technical Support amid Defined Business Hours

Remote Support Capability

Electronic Problem Ticket Submission Process

Computerized Response Acknowledgment and Update Process

Multi-Level Support Services Approach

Acceleration Approach Based on Support Issue Severity

Omega utilizes a help ticketing framework that is given to make and track bolster issues that may happen. This device is likewise the essential interchanges stage for ticket creation through conclusive issue determination and ticket conclusion.

A Help Desk bolster demand can be made in one of two ways:

Email

Call for Assistance by a Staff Representative

It might be vital for an Omega's Support Analysts bolster agent to interface with your PC and either control or view your PC screen. In the event that required, you will be told to create a protected remote help session to enable access to your machine.

Multi-Level Support Structure

Omega gives numerous levels of help choices for our bolstered end clients.

Level 0

Self-benefit archive of significant records, news and other client assets. Extra chronicled content incorporates current renditions of all evaluation instruments, preparing materials, User's Manual, specialized help data and FAQ's (Frequently Asked Questions).If bolster issues exist, a help ticket ask for perhaps put to the Help Desk (coordinate call or email) which will archive all required data including client contact data and a depiction of the help necessity issue.The Help Desk will confirm the help demand and desperation of determination to describe the help issue in view of the accompanying needs:

Low

Medium

High

Level 1

Help Desk specialist reacts and works all low need tickets. On the off chance that the determination can't be distinguished and finished inside a hour, the ticket is raised to a Level 2 designer for advance investigation, remediation and determination.

Level 2

Enable Desk (To level 2 engineer) gets and works all tickets in view of need. In the event that the determination can't be recognized and finished with 24 to 48 hours; the ticket is heightened to a Level 3 draftsman for determination.

Level 3

Enable Desk (To level 3 modeler) gets and works all tickets in light of need to determination and will stay drew in on the help ticket until the point when a determination is finished. Omega-Sphere senior administration will be effectively occupied with the procedure of issue distinguishing proof, remediation and execution get ready for issue determination.

Help Desk Communication and Escalation Process

Upon finish and accommodation of the Help Desk Request Form, the help ticket initiator will get warning from the ticketing framework to affirm receipt the help ticket had been gotten and prepared. Also, the help ticket initiator will get email refreshes when the help ticket is heightened or shut as abridged in the work process outline that takes after toward the finish of this report.

All Medium or High need bolster tickets are promptly sent to Level 2 engineer or Level 3 designer as required.

Week after week Help Desk group gatherings with senior administration from Omega will survey all open help tickets and Help Desk execution measurements to guarantee consistence to expressed administration level execution desires.

Month to month Reports

A month to month report outline of Help Desk exercises for the earlier month bolster tickets will be produced and sent to our customer. All open/shut tickets that were formally signed into ticketing framework will be incorporated into the month to month notices.

The accompanying data is caught and condensed on all Closed Help Desk bolster tickets:

Time Spent on Call

Issue Resolution

Culmination Date

Specialist Completed the Work

Time allotment to Problem Resolution