We at RDG are in the business of providing onsite technical support to a large client base located in and around Kolkata as well as all across the Indian states of West Bengal, North Eastern states like Sikkim, Assam, etc., and the Kingdom of Bhutan. Through Comprehensive and Non-comprehensive maintenance contracts, we provide: | » | On site Maintenance / Repairs / rectification / upgrade / downgrade, patches / drivers / BIOS / update / installations for all Intel based PC's and servers (both of RDG make & multi-brand), printers and internet appliances; | | » | Offsite repair services for computers and their sub-systems and peripherals in our repair workshops; | | » | Provide preventive maintenance services on periodical basis to fine tune systems so as to minimize downtime due to system failures; | | » | Provide telephonic helpdesk support to deal with standard usage problems, technical queries, installation issues, etc. |
We categorize our clients into L1 / L2 / L3 levels, based upon their specific need for technical support and the criticality of their business systems. The service level agreement (SLA) entered into, with the client detail the following points: » | Response Time (Typically 4 hours within city and next business day for out-station locations); | | » | Availability of on-site support ( 8x6); | | » | Availability of helpdesk (8x6); | | » | Periodical preventive maintenance; | | » | Scope of support (Limitation of technical support services to hardware only, or inclusion of OS / Applications / Anti-Virus. etc.); | | » | Escalation Procedure; | | » | Support summary; | | » | Client & vendor responsibility | | » | Failure in service due to infrastructure problems (both at client's end as well as vendor's end) |
In order to maintain quality service and ensure highest level of client satisfaction, we regularly carry out customer feedback surveys detailing the following: | » | Service level performance | | » | Problem solving performance | | » | Reporting & service summary | | » | Cooperativeness & competence of support & back-office staff |
|
