SUPPORT
We at Aosta are deeply concerned about the client’s satisfaction. Towards this end, we maintain a full-fledged support team. Our team comprises of experts who are well versed in the functioning of a healthcare facility
WELL PLANNED IMPLEMENTATION
The Implementation team helps to work through all aspects of software installation. From interfaces to training sessions, system specifications and set-up, help is well provided. An Implementation Coordinator will work directly through all stages of implementation.
COMPREHENSIVE SUPPORT EXPOSURE
Our project coordinators also ensure quality assurance through random checks and continued assistance to our implementation/ support specialists. We also emphasize strong communicational and interpersonal skills in our customer support team.
PERSISTENT ASSESSMENTS
We have audit checks for implementation quality, which focus on process efficiencies and improving overall quality and productivity of the implementation team through an ongoing process redesign.
EFFICIENT SUPPORT EXECUTIVE
A support executive is a person who is well-informed with the software and its implementation and also possess strong communicational and interpersonal skills. The vital service he provides is to train the users to handle the package effectively and efficiently post implementation.
ONSITE AID
When there are any problems faced by the clients with data that are not recoverable, we deploy our executives in client premises for debugging and resolving the problem solving to provide ease of access.
EXCEPTIONAL TECHNICAL ASSISTANCE
Affordable assistance, available around the clock and adaptable to any environment are fundamentals of our company. Quality assurance is peer reviewed and continuous.
ORGANIZED SYSTEM TRAINING
Special trainees are always ready to train the people in the client side. They provide ensured training so that the person handling the system can easily fit to the environment. They will make sure that the staff understands the software, learns its many features in the shortest amount of time possible
SUPPORT SLA
Any serious Issues/Problems will be addressed based on the following Metrics:
- L1 – Showstopper and needs to be resolved.
- L2 – Need it and expect to get it soon.
- L3 – Important, but not expected right away.
- L4 – Nice to have.
- CR – Change Request
- NR – New Request
SUPPORT COMMITMENT
The estimated timeline to resolution will be communicated over mail / BackBone Job Tracking System.
- L1 – Will be assessed as a top priority.
- L2 – Will be undertaken / assigned within 2 working days.
- L3 – Will be undertaken / assigned within 4 working days.
- L4 – Will be undertaken / assigned upon mutual agreement.
- CR – Will be undertaken on agreement of Man Hour Charges.
- NR – Will be undertaken on agreement of Man Hour Charges.
TECHNOLOGY AND HOSTING GUIDANCE
BackBone is developed on Microsoft Technologies. It is a browser based software and can be accessed from anywhere.BackBone is also available on Mobile. Currently it is supported in Native Andorid and iOS platforms.
