Cloudcare

CAST

Technical Support and MaintenanceCAST (Configuration, Administration, Support and Training) provides outsourced administration for applications within your business. The CAST service covers all problem-solving, administrative changes and training needs and can be tailored to your exact requirements.

CAST is provided by online submission of a case by one of your nominated users and can be followed up via both ‘live chat’ and/or live phone support. It is managed on a case by case basis by one of our Support Consultants.

Nominated users are requested to ensure that requests are logged clearly and individually so that they can be responded to quickly, tracked and escalated where necessary.

Key Benefits

  • These are not just standard support packages but an-all round service tailored to your requirements

  • A single point of contact simplifies your users getting help quickly

  • We will have a genuine knowledge of your business and how the technology supports you

  • Help can be provided for business best practice – not just how to use specific applications

Typical Response Process

  1. Change – Configuration and Administration
    • All cases raised as changes via the case management system are acknowledged by email immediately

    • A task is raised immediately for the Support Consultant

    • An email is sent immediately to the Account Manager

    • The Support Consultant will contact the customer within four hours and agree the work, timescales and best time to address the change

    • The Support Consultant will log all time and activity against the case

    • When the work is complete the customer will be requested to formally accept the change

  2. Support / Problem
    • All cases raised as problems via the case management system are acknowledged by email immediately

    • A task is raised immediately for the Support Consultant

    • An alert is sent immediately to the Account Manager

    • The case will be responded to by the Support Consultant within four hours

    • The Support Consultant will provide a solution within an eight-hour fix time

    • The Support Consultant will log all time and activity against the case

    • If a case is not fixed within the agreed service levels, it is automatically escalated to Head of Professional Services

  3. Training
    • All cases raised as training via the case management system are acknowledged by an email immediately

    • A task is raised immediately for the Support Consultant

    • An email is sent immediately to the Account Manager

    • The Support Consultant will contact the customer within four hours and agree with the customer the training requirement, timescales and best time to carry out the training

    • When the training is complete the customer will be requested to formally sign off the training