Proposed solutions by STME may contain support and warranty maintenance provisions from each vendor for the hardware and software components. Managing these contracts and vendors however, can be a complex and time consuming process. STME support services provides a local single point of contact for STME’s Customers to manage support, warranty and maintenance issues.
STME as a partner will provide 1st and 2nd level support. Third level support and spares will come from the manufacturer.
The STME Support Service is an Enterprise class call centre based service with support offerings that are designed to deliver predictable, reliable, and responsive support, through a Call Centre which supplies on call and on site technical expertise 24hours, 7days a week, 365 days a year.
STME will provide the first point of call for any fault or issue with an experienced Technical Consultant available onsite if required. STME will handle all call escalations to level 2 and level 3 resources with many issues being resolved without the need to escalate to our vendor partners. STME’s customers have found this service to be invaluable when issues need to be resolved within short time frames for critical systems.
The call centre tracks all calls and provides regular reporting for ongoing call resolution statistics and status information.
STME provides an 800 call centre number ((+971) 8008810) which would then be routed to the appropriate Technical Support personnel that cover all customer sites.
The STME 24×7 call centre provides full call escalation control and follows internal processes and procedures for notification (to users) and escalation (to management) within the Customer organisation. This process will ensure that incidents are resolved within the shortest possible timeframes and that all parties are aware of the issues and informed of the progress.
Providing these interfaces will ensure that STME can maintain and exceed current service levels and ensure the ongoing stability, security and performance of the system.