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Ad Astrum Technologies-
Support and Implementation services
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Ad Astrum provideds Support and Implementation services wherein
world class, cost effective support and implementation services
are extended to customers' globally, without any compromise on the
quality as well as the efficiency that this activity demands.
Introduction
Capability includes:
 Bug fixes,
technical / functional / operational support
Source library
management
Root cause
analysis
Enhancements
MIS reports
Documentation
Experts manage
contemporary as well as legacy products covering a wide spectrum
of technology and domain
Provides
24 x 7 remote support to the users worldwide
Provides
onsite support if the requirement warrants
Uses processes
defined as per CMM
Offers industry
standard Service Level Agreements
Why
Contemplating
a change in your business strategy or plans
If you are
on the verge of releasing newer products, but still have an existing
customer base for your current products
You can now
focus all your resources, on your core areas, while it takes care
of supporting your customers and ensuring that contractual obligations
are surpassed
You can now
have a flexible support team, minimising overheads and maximising
profitability from your support revenues
It is cost
effective
Technology
It is a WEB based product. The Software is developed using the Microsoft
Internet Technologies, i.e. ASP - Active Server Pages, COM, MTS,
Windows NT 4, IIS as the Web Server.
ServiceDesk can be hosted as an Internet / Intranet / Extranet
solution. Since this is a WEB Solution, clients can directly logon
to the system and log their issues On-Line. Clients will also be
able to view reports On-Line, provide further information and check
status on issues On-Line.
Features
Issues that
are reported through Phone, Fax or Email are logged onto the system
also mentioning priority
Alternatively,
the client can log on to the system and key in the issue directly.
Each issue,
if required, can be split into multiple tasks and one or more tasks
can be assigned to support personnel
Information
as well as relevant details on tasks are sent to support personnel
Tracking
of Assigned tasks
Notes pertaining
to the Issue can be captured for the issue and tagged along with
the issue
Internal
notes can be attached to store confidential information/Analysis
Issue status
with date is maintained with access given to clients
Escalation
matrix of the Issues maintained
Resolution/Closure
of Issues
Building
and maintaining of a Knowledge DataBase with intelligent retrieval
Query based
retrieval of Issues, parameters include Client, Priority, Issue
Status, Date, etc
Reports on
pending calls / Aging reports / Client wise / product wise reports
/ Activity between dates /Assignments /Service level Indicators
etc
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