Aware of the critical work health environment in which it operates and the need for high availability of its products, ALERT provides its customers with a Support team that is available 24/7, 365 days/year and able to respond in a preventive and efficient way to the existing situations and demands.
ALERT Support Department has adopted the best ITIL® (Information Technology Infrastructure Library) practices, using management tools and specific procedures, which ensure a quick and efficient response to customers' requests.
This Department provides technical support to all ALERT® applications by using a remote connection – a VPN connection is needed –, where the bandwidth depends on the number of servers and workstations to support.
Composed of a multidisciplinary team, the ALERT Support Department offers the following advantages:
Preventive support – ALERT Monitoring system
With the ALERT Monitoring system, the structure, functionality and performance of ALERT® applications are monitored 24/7, thus enabling actions and preventive measures to be performed within the customer and preventing the occurrence of problems, which could, otherwise, have a negative impact on the application’s normal operation.
The ALERT Monitoring system includes an indicators tool and information focus (NOC – Network Operations Center), thus ensuring the logic and benefits of a preventive application line, where tools and resources are specifically created for ensuring the preventive maintenance of all ALERT® products.
Specifically conceptualized and developed to ensure preventive support to ALERT® applications, the ALERT Monitoring system allows for the permanent control of the following key areas:
ALERT® applications’ performance
ALERT® products’ application operation
Functional support (or first line)
Questions and answers about the right functioning and operation of ALERT® applications, through a personalized service that emphasizes direct contact with the customer, which can be done through the following ways:
1. ALERT Helpdesk
2. Green line: +351 707 788 887
3. E-mail: email@example.com
4. Online message system
These are convergent through a Call Center equipped with a Unified Messaging System, which gathers all communications received by phone, fax, e-mail and ALERT Helpdesk.
Technical support (or second line)
Technical team specialized in ALERT® products and the technologies that support it, thus ensuring the assistance for technical incidents related to the functioning of ALERT® applications (technical failures or integration problems with other applications).
Technical team specialized in the maintenance of ALERT® interoperability and operation with the applications being used in the customer environment.
The ALERT Support Department approach regarding the constant monitoring of customers' needs assures the compliance with Service Level Agreements (SLAs). The priorities given are established according to a set of rules defined between ALERT and the customer.
ALERT, which is in constant communication with the customer, will inform you (information is periodically updated) about the incidents’ reported status and deadline for solving them, and will focus on the compliance with the established Service Level Agreements.
Should you need to contact us, please use the following e-mail address: firstname.lastname@example.org.