FLEXIBLE SUPPORT & CONSULTANCY
There are times when we all need help and support and your business IT function is no different, which is why AVR provides a highly qualified, in-house technical support team to provide assistance when required. AVR offers three levels of support aligned around a customer’s fundamental needs and budget.
INCLUSIVE SUPPORT
Within the provision of service and subscription costs customers are entitled to:
- 5 Days X 8 hour access to the help desk
- No fixed response or resolution warranty
- Software update may be included (product dependant)
- Support access is limited to web based service portal and knowledge base
- Two nominated customer support contacts
No back to back contract with the manufacturer.
BUSINESS SUPPORT
Business Support provides an SLA to support a non-critical product deployment. It includes the elements from Inclusive Support plus the following additional benefits.
- 5 Days X 8 hour access to the help desk
- No fixed response or resolution warranty
- Software update may be included (product dependant)
- Support access is limited to web-based service portal and knowledge base
- Up to four nominated customer contacts
- Priority on tickets
A back to back contract with the manufacturer is in place with respect to the customers individual installation. Resolution times will be dependant on the vendors contract terms.
CRITICAL SUPPORT
Critical Support provides an SLA to support business critical deployments and is the top level of escalation within our portfolio. Critical customers and tickets will be raised to top priority in the system queues. It includes the elements from Business plus the following additional benefits:
- Priority ticket response
- Named engineer preference for consistency
- Enhanced availability for hot/risk periods by agreement
- Elevated escalation to vendor to start call handling earlier
- Support access us through email, telephone, web portal and knowledge base
- Up to four nominated customer contacts
- Priority on tickets over the other customers
- Nominated contact
This is backed up by the vendors Premium Service Levels.
CUSTOMER FEEDBACK
%
Overall, satisfaction of service our customers received from the AVR Helpdesk.
%
How satisfied our customer’s felt the adviser resolved the problem quickly.
%
First time resolution from the AVR Helpdesk.
“
“AVR have been very proactive with independently contacting the retailers with new updates as they become available. These updates have included functionality to download tailored usage analytics reports.
“Working with AVR has been such a benefit to me throughout this project because they’re not a huge company I’ve been able to work with the individuals directly. This means I can easily change goals and priorities, and things just get done. I would absolutely recommend AVR.”
JENNIFER WOOD, DIGITAL MANAGER FOR VOLKSWAGEN UK