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Support Services Delivery Model Onsite Delivery and Support Offshore Delivery Support Integrated Onsite-Offshore Delivery Communication Control Model Global Support Model IT Offshore Support Landscape

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WinSys Benefits to you

Our IT Offshore Support has all right infrastructure to continously support your business operations with all processes and models in place.
Support Management Team,
RJ WinSys Team.

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Locations

RJ WinSys Technologies Pvt Ltd.
2M-170, NGEF East, Kasturi Nagar,
Bangalore 560 043. INDIA.
Tel: 00 91 80 2542 6362

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WinSys IT Offshore Support – Landscape

Based on the type of issues, problems and complexity, we shall classify the Support as follows:

Support Levels (SL)

Level 0	These are very simple IT problems being faced by the user community, normally being handled by the local help desk itself.
Level 1	The user complaints (tickets) are received and acknowledged by the Call-Center. The extended support for after office hours will be provided by the onsite Extended Support Team (EST) from RJ WinSys for a 24 x 7 Operating Model. The call Center or the EST will open a Problem Ticket for every user issue and will be responsible for tracking it to closure.
Level 2	Calls will be escalated by the Call Center to the functional helpdesk - from RJ WinSys and supported from Offshore on need basis. This team would be responsible for resolving all functional issues raised by users. This group will also prepare Business Requirement Document for any discretionary and non-discretionary services. They will also do functional testing and support the other groups in the delivery process. They will generally work during the normal business hours and will be on call during after office hours and weekends.
Level 3	This is the technical services team from RJ WinSys Offshore. This team handles the calls escalated by Level 1 or Level 2 support teams.
Level 4	These are the external entities or suppliers who provide support services to RJ WinSys. They include Product vendors, Network Provider and the maintenance contractor.

Level 1 Support:

The user complaints (tickets) are received and acknowledged by the Call-Center. The extended support for after office hours will be provided by the onsite Extended Support Team (EST) from RJ WinSys for a 24 x 7 Operating Model. The call Center or the EST will open a Problem Ticket for every user issue and will be responsible for tracking it to closure.

The Service Desk differs from a Call Center, Contact Center or a Help Desk by offering a broader and user-centric approach, which seeks to provide a user with an informed single point of contact for all of user’s requirements.

Support Methodology

WinSys Level 2 Support:

Calls will be escalated by the Call Center to the functional helpdesk - from RJ WinSys and supported from Offshore on need basis. This team would be responsible for resolving all functional issues raised by users. This group will also prepare Business Requirement Document for any discretionary and non-discretionary services.

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They will also do functional testing and support the other groups in the delivery process. They will generally work during the normal business hours and will be on call during after office hours and weekends.

Level 3 Support:

This is the technical services team from RJ WinSys Offshore. This team handles the calls escalated by Level 1 or Level 2 support teams.

Level 4 Support:

These are the external entities or suppliers who provide support services to RJ WinSys. They include Product vendors, Network Provider and the maintenance contractor.