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Services / gateB Ongoing 1st Level Support for End Users
gateB Ongoing 1st Level Support for End Users
by gateB
Are you missing the resources to provide an Aprimo support team internally? Do you require an organization to provide support including 1st point of contact for your Aprimo users? gateB provides Managed Support Services for 1st Level Support, 2nd and 3rd Level Support, User Access Management, Asset Quality Control, Asset Tagging/Librarian Services, Ad-Hoc Training, and other related services to our customers as requested. This support package is tailored to the client and typically specifies support locations, request types, and an included monthly amount of support services hours.
Example: Option including 1st Level Support incl. Librarian Services:
A typical monthly Managed Support Service package for 1st, 2nd, and 3rd Level Support would look as followed (example, to be defined in detail together with the client):
Optional monthly Managed Support Services – ongoing support package incl. 1st Level Support (limited to 100/h per month)
- Providing the necessary resource availability for support services in Switzerland and Los Angeles, US
- Acceptance of support requests in English
- Providing email support addresses and hotline telephone number
- Asset upload & tagging for assets submitted via gateB upload form
- Asset quality check
- Answering ad-hoc user questions
- Provision of ad-hoc user training
- Issue resolution for configuration and technical system issues
- Opening, tracking, executing, and closing tickets
- Availability form Monday to Friday 8:00 to 18:00 Central European time (Switzerland), and Monday to Friday 8:00 to 17:00 PT Pacific time zone (Los Angeles)
Additional support services on top of the included Managed Support Services hours are available.
Here is what you’ll get:
- Professional support organization handling any type of request from your users
- Included management of any Aprimo configuration or system issues
- One clear point of contact for all users for any topic, including ad-hoc training and Q&A sessions
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