The Service Desk is staffed by Hansen functional and technical experts who are experienced at analysing the nature of issues raised and clarifying details with the client. Co-located with our development centre, technical and support resources can work closely together to resolve issues promptly
Once implemented, utilities must protect their investment in large-scale applications by ensuring reliable and efficient ongoing operations. Issues must be resolved as soon as possible to ensure that business continues uninterrupted. Many application service providers have general support service technicians that simply route issues to the appropriate vendor or development centre, resulting in double handling and reduced understanding of the application-specific issue. The alternative option of training your in-house IT resources in application support can be costly and time-consuming.
Hansen Technologies' support safeguards your investment against potentially costly issues by ensuring support issues are addressed and resolved quickly by our utility solutions experts. The Hansen Service Desk provides a centralised service which logs all client contact, captures details related to logged incidents, tracks through to final resolution, and is responsible for reporting against SLAs. The Hansen Service Desk ensures:
- Global 24x7 technical support
- Incident resolution for issues related to Hansen solutions and supported third-party products
- Replacement of solutions at no additional charge if destroyed or media becomes damaged.
For utilities looking for the highest levels of service, locating solutions experts on site is the most effective way to achieve enhanced levels of support. A recent example of this enhanced support delivering results was the deployment of on-site resources at a major US energy retailer to support the deployment of a significant new module. Hansen staff deployed at a client site can assist in getting an accurate and knowledgeable definition of the issues.