Support

/ Client services and support:
Ensure your project performance

The success of your dematerialization project and the automation of your processes depend on the successful operation of your ITESOFT solution. ITESOFT support offers technical assistance tailored to your needs so you can increase project performance and optimize the use of your software. ITESOFT support accompanies you on a daily basis with full support services including maintenance and additional packaged services.

Software support

Service support


KEY FIGURES

4h
average time to manage an incident


24h
average time to reestablish full operational state


97%
Satisfaction rate

Send a support request and track its evolution 24/7

To manage your support requests, ITESOFT offers a secure client area that enables reporting and tracking your support requests at any time. (You can also report your incident by email: support@itesoft.com)

 

Full technical support and available expertise

To provide all of our clients available and responsive support service, ITESOFT support relies on:

Equipe_Ingenieurs_#U200fNoir


A team of 16 engineers, ITESOFT experts, all qualified for handling peripheral environments for technical solutions such as (OS, ERP, CRM …).

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International coverage to provide seamless support level to all subsidiaries of our clients.

Processus_Prise_En_Chage-01


A management process for handling incidents that has been tested and designed for the maximum quality of service.

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A panel of tools for simple management, responsive and efficient (knowledge base, client portal, call center …)

To provide comprehensive technical support, ITESOFT support is also available in packaged form to meet specific urgent needs, requiring business skills and/or technical skills relevant to ITESOFT solutions.

Professional 22%Premium 26%
Management of incidents in 4 working hoursxx
Coverage from 9am to 6pm from Monday to Fridayxx
Provision of a secure remote maintenance toolxx
Priority Support:

 › Severity 1 incidents within 1 working hour (Premium)

x
Coverage for French holidays
(except international holidays, May 1, Saturday and Sunday)
x
Service Level Agreement:

› Severity 1 (24 business hours)

› Severity 2 (10 business days)

x
Single contact:
Technical Account Manager (TAM)
x
Monitoring of maintenance services:

› Quarterly report

› Annual Steering Committee on site

x
Management of incidents 24/7 via the WebTicket Portalxx

HOW TO CONTACT SUPPORT?


The golden rules for a successful project

– Free White Paper –

Once you have selected the right solution for your business requirements :

  • What’s the best way to move forward with this highly specific project?
  • How can you set the initial scope?
  • What project methodology should you use?
  • How can you implement the change efficiently and effectively?

The purpose of this document is to provide answers to frequently asked questions such as these, based on our expertise in Purchase-to-Pay automation arena.