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Support

The SLA offering is tailored to address the needs of small, medium and large enterprises. It includes preventive visits to avoid hidden problems via tracking and monitoring the client’s systems.

We provide a partnership-modeled engagement achieved by a yearly support agreement. This allows Soft Flow to keep a close eye on our clients systems thus leading to an environment free from continuous failures. We provide our clients with access to Product update releases, Technical experts, and on-site support. The SLA also includes proactive hours which are used for preparing the client for assessment and in helping them choose and develop long term IT projects.

In addition, Soft Flow has its own Proactive Support which is designed to ensure business continuity and improve IT effectiveness. Our solutions lifecycle are offered with specific planning, design, integration, installation, and management services. We have 24/7 technical support, and all the issues go through a defined technical and management hierarchy process with response times depending on the severity level of the service requested. A subscription to Microsoft TechNet’s knowledge base is available also.

The SLA agreement provided by Soft Flow gives our clients direct access to Soft Flow’s Technical Experts. Cases and issues can be submitted in many different ways: via Email, site Helpdesk or even by Telephone to Soft Flow’s Help Desk.

Our aim is to operate as an extension of your in-house IT team using our resources and expertise to complement your own as and when you require it. Only pay for what you need from fielding help-desk enquiries to fully outsourced support, our support is tailored to your unique requirements.