We believe that Callcenter and Voice Self service systems are very often the heart of a retail organization. Also, your and your client’s requirements are changing very rapidly and you need a system that is able to follow at your pace.

We provide you with a series of professional services that will protect your assets and keep them running smoothly and at the same speed as you do. As with any service of Expertflow, you can purchase these “à la carte”.

Corrective maintenance

Corrective maintenance applies if a system suddenly doesn't behave as it was designed and configured to.

• First to third level off-site support and error resolution using remote access to your system
• Regular update of all involved parties on progress using the online ticketing portal
• Problem escalation to the 3d/ 4th level support by supplier by the equipment supplier (Cisco, ASC, Teleopti). In Cisco’s case, this corresponds to the TAC. Our services here include providing TAC with relevant system documentation, logs and updates.
• Optionally (if explicitly mentioned) our contracts include the equipment suppliers corrective maintenance contracts (in Cisco’s case, this corresponds to ESW).
• Optionally we can guarantee a stand-by engineer (visa permanently ready), so that you will have an engineer on-site within one week if you require one.

Corrective maintenance contracts start when the SW licenses are shipped on-site, as our contracts have to be covered back-to-back by the equipment supplier.

Preventive maintenance

With this service package, we make sure that your system stays in good shape and is permanently updated.

• Installation of a central Operations Server on your site. Configuration of all callcenter components, so that an abnormal behavior of any callcenter server will result in an alarm from the Operation Server to our and your corrective maintenance support center
• Monthly: 
  • Review of all relevant system logs and analysis of potential issues and trend evolution
  • Application of impacting and necessary Microsoft System patches
  • Verification of Antivirus
  • Backups of relevant components after significant changes
  • Verification of product field notices relevant to your particular installation
  • Update of all systems documentation, Network layouts, Server Lists, IP adresses, Passwords. All this information is available on-line on our maintenance portal.
  • Verification of system capacity/ licenses/ processor load of the system. Early alerts so that expansions can be made in time without running into a bottleneck.
• Twice yearly: System update to the current release (provided you have subscribed to Software Update such as Cisco’s UCSS)

Operations

Most changes on your system can (and should) be executed within a matter of hours.
We enable you to maintain your pace with a service subscription. This allows you to call without commercial discussions for our remote support for any type of service you require from our subject matter experts. This can be (but is not limited to) script changes, enduser support and training, reports, changes in user rights and others.