Support Services

In an increasingly competitive and ever-evolving market scenario, the ability to quickly assemble high-performance teams that can perform as quickly as change determines success. GIT Support Services help you secure this decisive advantage over your competition. Regardless of the support option you seek, our team ensures you receive the absolute best solution for your every need, thereby empowering, engaging, and structuring your business for long-term success.

Support Services at GIT is a full-fledged, independent department supporting clients across varied domains such as Publishing, eLearning, Media & Entertainment, and E-commerce.

Support Services highlights

Initiation

  • Understanding Requirements
    • Scope of Work
    • Skill Sets
    • Infrastructure
  • Propose Solution
  • Statement Of Work
  • Sign Contract

Planning

  • Human resource planning
  • Internal allocations
  • External hire
  • Infrastructure planning
  • CRM
  • Voice Infrastructure
  • Tools & Applications
  • Mapping process deliverables
  • Training plan
  • Risk planning

Migration

  • Infrastructure Set up
  • Knowledge Transfer
  • Resource Evaluation
  • Defining plans to meet service levels & KPI's
  • Creating SOP's
  • Process Manual
  • Escalation Matrix
  • Communication structure
  • Reporting & Matrices
  • Risk assessment

Operations

  • Service delivery & Meeting SLA
  • Performance monitoring
  • Trend analysis
  • Training need Identification
  • Sharing best practices
  • Periodic Client feedback
  • Risk Mitigation Continuous Improvement
    • People
    • Process
    • Tools

Support Services tiers

Tier 1 :

Customer or semi-technical support: The first point of contact (PoC) for any customer or technical queries for assisting clients or end users in the products or applications.
Data processing: At this stage, resources typically perform data entry or other basic transaction processing tasks that don’t require specialized skills.

Tier 2 :

First PoC for all technical issues and taking them to closure: Resources have specialized skills based on the technology required to support client applications or systems. Their tasks include performance management of applications and systems, and monitoring applications and servers for maximum uptime and availability.

Tier 3 :

High-end technical support driven by engineers including real-time bug fixing or maintenance of projects, production support, system administration, code change or modification, and maintenance tasks.

Technical Support

Our Technical Support teams support, maintain, and enhance your product or platform to augment the end customer experience that is critical for your business. As an experienced Technical Support partner, we will work with you to establish well-defined process strategies that support your business objectives. Our stringent quality monitoring process and effective optimization models ensure predictable service levels and cost advantage.

Our capabilities include:

  • Application support
  • Performance management
  • Application monitoring
  • Application maintenance
  • Change management
  • Configuration management
  • Application deployment
  • Performance tuning

Product support

  • Performance management
  • User and feature support
  • Product usability training or demo
  • Deployment

Technical helpdesk

  • Technical service desk support
  • User training and assistance