Our Support Model
We at Adrem, truly believe customer tailored support is the key element for success of any project. Especially during the first few years after deployment of system, it is crucial for users to feel comfortable and be independent in using the solution thus resulting in real success of the system.
With this understanding and clarity in place, we have created a dedicated Adrem led Helpdesk –‘A-Desk’ to provide customized and professional support to our customers. Our experienced support manager and teamed by high caliber support specialists. All our support packages have the following salient features:
- Dedicated Helpdesk staff for each customer.
- ‘Support Call Login’ via our Online Portal. Monitor, track and get status update of logged support call(s).
- Dedicated ‘Helpline’through phone and email for swift actions.
- Clearly defined ‘Support Procedure’ and “Support Scope”.
- Well sketched ‘Communication Path’ including ‘Escalation Map’
- Clearly defined SLA terms including call ‘Response Time’ and ‘Resolution Time’
Through our A-Desk, we offer three distinct support programs. However, these programs can be customized to specific needs of our customers as necessary.
Our Classic Support program helps customers choose the best support program at the most economical pricing possible. In this model, we provide support to our customers during normal business hours (9:00 am to 6:30 pm U.A.E time) on all working days except Fridays, Saturdays, and UAE Public Holidays. Support is delivered off-site via remote access of ‘Customer System’.
Based on customer needs, we offer Weekends and Holidays Support package to our Customers. In our Premier Support Program, we provide support during normal business hours (9:00 am to 6:30 pm U.A.E. time) on all working including Fridays, Saturdays and UAE Public Holidays. Support is delivered through on-site visits or off-site via remote access of ‘Customer System’.
Under Ultimate Support Program, we offer 24/7 support throughout the year. Under this plan, a dedicated Support Agent with hot-line number is available on call 24/7 to support the customer.
Customers are advised to log their support issues using our online support ticket management system: