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Our support team assists our clients after the project go-live with different coverage options, including 24/7 support. The multilingual support team is structured to work on different daily shifts, to assist customers distributed on a global scale, across multiple time zones. We offer three levels of support.
1st level support operators have a functional knowledge of the product and the client's application configuration. They receive and classify potential problems that emerge. In some cases they are already able to solve minor problems without resorting to Level Two support. When this is necessary, they open tickets and manage the escalation to the next level.
Highly competent resources that recognise the type of intervention to be carried out. They provide a rapid response, guarantee corrective or minor development maintenance, identify and correct possible anomalies, resolve tickets and communicate the resolution to the level one support. If the support team is not able to resolve the report independently, it can access more specialised profiles: product specialists or infrastructure team.
R&D team resources, dedicated to product evolution and support on core components. When engaged by level two support, they identify, direct and resolve any problems on the product components and report the findings to the person that involved them.
Service Level Agreements (SLAs) are defined together with our customers based on their specific needs in terms of response and resolution time.
The response times depend on the priority level and the type of support contract signed, which in turn depends on the Customer’s organisation and the criticality of the processes it manages. Customised and tailor-made SLAs can be created to meet the specific needs of the customer.
Our focus is to give effective support to our clients with dedicated tools and workflows that involve specialised teams according to escalation levels.
Through a dedicated helpdesk web portal, the customer can open a ticket related to an incident during normal operations. The tickets can involve issues or simply questions on specific operational situations. The portal allows you to monitor the status of the ticket and create monthly reports by issue type, area, and resolution to allow our support team to predict where issues may arise in future and offer proactive support such as training.