Process
A Single Point of Contact for your Regional Requirements
OUR PROCESS
Convergence.Asia introduces SPOC to maximize ROI.
Level 0: The touch point
Open the ticket the way you want: web form, email, voice call, SMS, what’s app, line, ios/android app. During working hours, this ticket is opened by your in-premise Single Point Of Contact (SPOC).
Level 1: Helpdesk Call Back
Help Desk providing immediate support and troubleshooting, break/fix resolutions, ticket routing and escalation to Level 2.
Level 2: On-site support
On site support and advanced troubleshooting, hardware replacement, network issues, ticket routing and escalation to Level 3.
Level 3: Expertise
Database, servers, Infrastructure and complex issues. Level 3 support Engineer has the most expertise and is the go-to person for solving difficult issues.