Based on its state-of-the-art infrastructure, Briosynergy offers a well-defined and mature production support and Help Desk management process which allows effective capture, reporting, tracking and resolution of issues. This process supports a distributed environment wherein work responsibilities can be effectively divided between various groups depending on the request and /or problem levels. Each of these activities can be governed by service level agreements (SLAs).

Our support services include :

» Interaction
» Root cause analysis
» Resolution
» Work around
» Escalation
» Deployment of patches
» Request / problem management
» Management of incidents
» Processing of incidents

The complete incident management process is handled through multiple tiers. With the ultimate level that may or may not involve our customer.

Tier Level

Level1 : Role

Interaction, diagnosis and initial trouble shooting.

Level2 : Role

Technical support and applications support team.

Level2 : Role

Our solutions are highly scalable whereby enabling future enhancements to be easy to implement.

Level2 : Role

Specialists and/or application development team.

Our unique value proposition lies in our :

» State-of-the-art infrastructure with guaranteed SLA compliance.
» Tiered level support
» Use of global support model for round the clock attention to critical issues. Customer chooses based on their support needs for
• 24 hours X 7 Days a week
• 16 hours X 5 Days a week
• 8 hours X 5 Days a week
» Capture of incidence based knowledge gained in the issue resolution for effective future usage.

Our Advantage

» Significant cost savings through the use of offshore resources.
» Industry Best Practices and framework ensures strict adherence and compliance to SLA.
» Web-based Service Level Agreement (SLA) framework enables customers to monitor compliance.
» 24X7 maintenance, monitoring and support through global time zones for time critical applications.
» State-of-the-art infrastructure guarantees world-class support services.
» Years of proven history and unsurpassed track record.