Support Process

CETAS recognizes the importance of providing thorough technical support for their vertical solution NAVBUILD CRM to ensure that the business process is not effected by any bugs or downtime caused in the system

CETAS’s Support program helps to ensure long term support and uninterrupted operation of your NAVBUILD Implementation. CETAS’ support services boast of following strengths:

  • More than 5 years of Dynamics Consulting Experience
  • Multi-language, Multi-localization exposure
  • Incident Based Support
  • Support available for both technical as well as functional request
  • Planned Hot-fix Rollouts
  • ITIL-ready support process
  • Multiple ways to reach the support team
    • Support Email
    • Telephone
  • Web-based knowledge-base system for users and technicians to search and add the troubleshooting docs.
  • Strict adherence to Service Level Agreements and set escalation levels for the SLA violations

Support provides Production Support Services for Microsoft Dynamics installations. CETAS Software Solutions with its functional & technical skills on Dynamics practise can offer support services at affordable cost.The support can be done through Onsite, Off-site or a combination of both.

Support Process Flow

Detailed Support Process

Submit a Trouble Ticket (Support Incident):

A comprehensive “Knowledge Base”, is available for users to refer and get their issues themselves. If the users are not able to resolve their issues by themselves, they can report the incident to Support representitive through the web portal. A trouble ticket will be created the an acnowledgement will be sent to the user on creation of the ticket.

Alternatively, customers can also report an incident through Support Hot Line, Support Email or Support Instant Messaging Services.

Once a support incident is reported the severity of the incident will be verified by the system. If the issue is critical and requires immediate attention, the same will be forwarded to the Critical Support Desk of Support who will provide an immediate solution or work-around for the issue. For any non critical issues SLA will be verified and forwarded to the Level 1 representitive who will attend the issue and try to resolve it and inform customer about the resolution. If the Level 1 desk is unable to resolve the issue the same will be escalated to the Level 2 Support Desk of Support.

Support – Level 2

Once an incident is escalated to the Level 2 Support Desk of Support, a detailed analysis will be conducted on the incident to assess the type of the issue and the remediation required to resolve the same. The incident will be analysed and a detailed effort estimation will be done and sent for customers approval. A detailed impact analysis will be conducted for every remediation measures recommended. On approval of the effort estimation the incident will be forwarded to engineering desk. If the support issue required further consultation services, it will be forwarded to the business consulting team to take it forward.

Engineering

On approval of the remediation and effort estimation by the customer, the incident will be forwarded to the engineering department. Modification/Enhancement/Bug-fixing will be done by the technical team. Each modification will tested module-wise. Once the modifications are done and tested, a total integration test will be conducted to make sure that the remediation has no other impacts on the solution

Acknowledgement, Approval and Closure

After the engineering team completes the modification and testing, user acceptance testing will be conducted. After UAT, the changes will be implemented into the customer’s database and testing will be conducted. Notification will be sent to the customer on the changes made and on approval, the incident will be closed. “Knowldge Base”will be updated with the details of the incident for future reference.

NAVBUILD Support team can be reached through:

Email: navbuild@cetastech.com
Tel: +91 44 4285 0231 or +91 44 2233 1496

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