Support services

Hermes Reply offers Application Management Service and training activities to help the users to fully utilize the solution and its features to ensure the expected business benefits.

HELP DESK

AMS support model to handle service requests and guarantee business continuity

• Firs level service (on site) to collect user issues
• Second level service (front office) in charge of AMS team to issue analysis and response
• Third level service (back office) in charge of AMS team together with development team to solve issues which previous levels could not manage

SERVICE MANAGEMENT

Monitor the performance, report and root cause analysis to guarantee the service level

• Definition of service level agreement align with the customer’s desired outcome
• Control, monitoring and reporting of the metrics
• Common management methodologies ITIL based for continuous improvements

APPLICATION

Application maintenance and management to guarantee business continuity and overcoming continuous improvement

• 24x7 Application Maintenance and Management
• On-Site and Remote support

TRAINING

Tailored training to successful adoption and usage of change within the business

• Training to learn how to use the solution both remotely and on site