Support and maintenance

The Fusion Workshop Service Support function is underpinned by dedicated support staff implementing a support desk and reporting system that has been developed and evolved over a number of years. This system integrates with the company’s time recording, capacity planning and project management systems. The customer is made aware of the time the call/incident was received/logged, the severity of the incident and initial estimate of the time to resolve. The aim is to manage support pro-actively and resolve incidents often before customers have become aware of them.

Where a support incident results in a change request this is then managed by the change management process.

All activity by support and development staff is automatically logged as the companies time recording system integrates with the support desk. Support issues can be escalated, usually to the assigned account manager, and ultimately to the managing director.

Our SLAs are created to suite each customer’s requirements, with:

• Dedicated Service Desk
• Formal processes
• Ticketing system
• Aligned with timekeeping and intranet
• ITIL aligned
• Regular account visits
• Standards based approach

The nominated Account Manager will be the main point of contact with an escalation process up to Director level.