Enterprise and Consumer Tech Support

IS YOUR IT SUPPORT

working for you? 

Whatever level of support you are looking for, Splice offers fully customized plans. We will sit down and go through a full assessment, looking at your needs, requirements, processes, and budget constraints. Then we'll design an IT support solution that meets your needs, including US-based or off-shore support teams. 

Our Support Services  icon-service-hours 

 

  • Tech Support
  • Product Life Cycle Support
  • Customer Care Support
  • Knowledge Support
  • Automated Support
  • IT Helpdesk Support
  • End-User Computing Support
  • Enterprise Mobility Services

Technology and Vertical Competencies

Enterprise and Consumer Support 

 

Trained and certified.

Splice technicians are highly trained with the required skill-sets and certifications to support your wide-array of products and services.

  • Infrastructure
  • Servers
  • Storage
  • Wireless
  • Network Platform (Routers, Switches and WAN)
  • Telephony (PBX) Unified Communications
  • Applications
  • SAAS / Cloud / Virtualization
  • Infra Management (NMS, Patch, Distribution)
  • Open Source
  • Telecom Applications
  • Business Applications (Workflow, CRM Document Management Content Mapping, ERP)
  • Custom Application

Let us put together a fully customized
IT support plan for your company.

Contact Us


Technology Support Process Map

Technology Support Process Map

 


 

Tech Support Levels

Splice provides immediate call and email support for enterprise and employee related IT issues.
Level 1 team members insure accurate incident detail and customer focused trouble management
Initial trouble ticket management
Resolution and documentation of non-critical issues
Knowledge base verification for a permanent/standby solution
Document all communication with customer in the CRM
Manage call flow efficiency
Timely escalation of case to Level 2 Engineer
Suggest improvements and be proactive to incidents/tickets
Focused on customer satisfaction
Level 2 Engineers provide hand's on triage and IT issues, while providing superior customer service and communication
Manage escalation from Level 1 Engineers
Understanding environment variables and resolving trouble points
Upgrade/repair unique errors quickly
Performing simulation checks
Suggest improvements to minimize future issues
Timely escalation of case to Level 3 Engineers
Document and share with the team troubleshooting tips
Provide seamless escalation to L3 Engineers as needed
Focused on customer satisfaction
Level 3 Engineers leverage deep technical skill sets and experience to resolve critical issues quickly, while managing all communications with supporting engineers and the customer
Handling Heterogeneous/Multi vendor environment issues
Works closely with Engineering on bugs/feature requests
Ensure customer needs/espectations are beling met on escalations
Periodic verification with internal and external Engineers for open issues
Identify knowledge gaps for improvement
Notify team management on critical or sensitive internal escalations
Focused on customer satisfaction