Support Centre
The Technical Support Centre provides Armadillo customers with premier support services, including the technical expertise to help keep an enterprise network secure and the user community productive. When opening a new case or enquiring about the status of a case, the Technical Support Centre can be contacted via the Internet.
The Customer Relations Desk team (CRD) will be the customer’s initial contact point when opening a new case. The CRD is responsible for verification of customer information (including contact information, maintenance status, and versions of the operating system and supported products). They will also record a brief problem description that will be used to select the most appropriate Technical Support Team.
Once basic information is logged into the call management system, the priority of the issue will be determined. Calls are handled on a first-in-first-out basis. Every effort is made to contact the customer within tightly defined SLA’s, if an engineer is not available when the initial call is received, either via the Internet or through a telephone request. Urgent calls (i.e., system down…) are escalated immediately.
The Armadillo resolution process includes continuous contact with vendors to get up to the minute information and escalation.
Out of Hours Support Arrangements
Subject to contract, after-hours calls into the Technical Support Centre are answered by a manned support facility. This facility notifies the appropriate engineer who starts working on the issue immediately to get our customers up and running again as soon as possible. By having the ability to provide support 24 hours a day, 7 days a week, we are able to offer worldwide support to our entire customer base.
