SUPPORT SERVICES

UNDERSTAND OUR PROCESS

TYCONZ support process describes the necessary steps taken while handling customer tickets raised in the Solution Manager “SOLMAN” tool.

For TYCONZ to provide the desired level of high-quality support in a timely manner it is critical that the support team is provided with the required information for analysis and resolution.

Support SLA will be clocked and calculated by SOLMAN; all incidents should be logged into SOLMAN for proper tracking and monitoring; an unlogged incident in SOLMAN is not within this SLA.

SUPPORT TYPE AND TOOL

SUPPORT TYPE

Functional Support

Technical Support

Techno-Functional Support

SUPPORT TOOL

SUPPORT LEVELS

LEVEL 1

(Either customer or TYCONZ)

Incident raised by Users which is not related to System bug or malfunctioning and requires assistance and input from customer IT And/ or Incident requires minimal effort and can be resolved instantly by Customer IT Team

LEVEL 2

(TYCONZ)

Problem is in Customized code Problem requires Debugging

LEVEL 3

(TYCONZ and SAP)

Problem is in Standard SAP Functionality and requires OSS to be raised to SAP

SERVICE LEVEL AGREEMENT

PRIORITYLEVELRESPONSE TIMESOLUTION PROVIDED
1VERY HIGH1 hour 24*74 hours 24*7
2HIGH4 working hours2 Business days
3MEDIUM8 working hours4 Business days
4LOW16 working hours8 Business days

QUICK ACCESS FOR TYCONZ’S CUSTOMERS

Support Operation Hours

For “Medium” and “Low” incident priority, the business hours will follow the workweek/schedule of the customer; excluding Public Holidays and Weekends.
For “High” incident priority, the first escalation point appointed in TYCONZ should be contacted by the customer after logging the incident in SOLMAN only if the incident occurs after/outside the business hours (excluding weekends and Public Holidays)
For “Very High” priority, the first escalation appointed in TYCONZ will be contacted by customer after logging the call in SOLMAN, in order to ensure the 24*7 coverage ONLY when the incident occurs after business hours.

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