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SUPPORT AND MAINTENANCE
The Phoenix Support Centre offers comprehensive application or total solution support and maintenance. This includes 1st and 2ndlevel support for applications, components and third party software used. The support centre is run by a dedicated team located in Dublin and includes a fully equipped Help Desk with trained technicians available to answer any problems or issues encountered.
Each member of the support team has detailed knowledge of the supported solutions and is trained on all relevant third party products. The support centre also has access to the Phoenix professional services team should the situation demand.
Support is provided from 8am to 6pm Monday to Friday, excluding local bank holidays. Out of hours support can be arranged if required and depending on specific customer requirements, extended hours can be agreed.
Standard Services:
• All calls are logged, managed and responded to according to comprehensive service levels for Critical, Major, Minor and Cosmetic issues
• Basic problem determination is carried out and the issue is assigned internally or escalated to second level support where code changes are required
• Advice and / or information is provided on the use of software and on forthcoming new releases of the software
• Assistance is available to plan the implementation of new releases
• Regular quarterly reviews are provided to confirm the service is satisfactory and discuss any future plans.
• Additional services offered include on-call services during major system upgrades and on-site support if required.
Call Escalation
The Phoenix Support Centre recognises the importance of prioritising and escalating calls. The service levels defined outline the agreed structure to prioritising calls. On occasion it may be necessary to escalate calls based on time elapsed and/or business impact.
Escalation procedures are in place to ensure that the correct people are involved or get involved at the correct time to ensure a successful resolution.
The service provided by the support team is highly efficient and effective and one recognised as superior by all our customers including RSA, AXA Life, Winterthur Life, First Assist, Atradius and more.
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