As a company supporting products for customers, Inlogic has developed considerable skill in providing L2 and L3 Application Support Services through a dedicated service desk. The support agents work in an overlapping mode with some of our customers in other time-zones to cover for the working hours per their SLAs with their customers and provide on-call 24x7 services to others. Sometimes, when critical support calls overshoot the SLA working hours for our customers, our team continues on to complete the resolution before the day begins for the end-customer. Inlogic’s focus is ever to ensure minimal, if not zero, disruption to the daily work of the end-customer.
The one pre-requisite to providing such support services is in-depth knowledge of the product, which is imparted to the agents by formal class-room training, access to a knowledge-base and on-the-job training in close collaboration with the development team. Naturally, the support becomes that much more effective if regular application enhancement and development activities are with Inlogic but this is not a major limitation for Inlogic’s team of professional support personnel.