ServicesSupport services

We understand you need fast and reliable technical support. That’s why our System Support and Managed Services are key components of our total solution offering.
We provide timely and cost-effective System Support for all installed products. And we make sure your solutions are always functioning the way they are supposed to. Our Managed Services enable you to place resource-intensive IT operations under the management of experienced specialists. This allows you to optimize existing organizational resources and focus them on the strategic areas where they add the greatest value.

System support functions as your compass in error management. Our experienced technicians are standing by to guide you whenever you have problems navigating the system. Our support staff will answer your routine questions about our systems as well as manage incidents and any other problems that might pop up. We have structured routines for processing support requests, thus minimizing the amount of time it takes. We always follow up on resolved errands to ensure our customers feel the underlying problems have been adequately addressed

Examples of services of System Support 

• 24/7/365-support
  We can offer full 24/7/365-support for errands with high severity. Again, ensuring that you have the support you need when you need it.
• 1st, 2nd and 3rd line support
  Our 1st line support is ready to assist you 24/7, 365 days a year, with your errands. Our 1st line registers and classifies all incoming errands in Basset support ticket system. You as a customer can report errands through e-mail, telephone or directly in our trouble ticket system.
  Our 2nd line support consists of experienced technical support technicians who are ready to give you the help you need in a professional and constructive way.
  In case of need of fast correction in our source code, our system developers are standing by to support our 3nd line support.
• Helpdesk Request Service
  In order to answer non-urgent routine questions and queries from you as a customer, we provide you with a Helpdesk Request Service. Helpdesk Request Services provides a way to exchange information and provides know-how and experience to you as a customer.
• On Site assistance
  If necessary in order to solve the customer’s problem, we can offer, upon our customer’s request, work at our customer’s premises.

Managed Services includes overseeing and managing day-to-day operations, system monitoring and reporting. These services are delivered under service-level agreements (SLAs), and provide our customers with ongoing expertise and value through a combination of call assistance and remote monitoring/handling

Different types of Managed Services

Managed Services have been divided into three different types, which can be combined in a variety of ways:

1. Platform Services
   This package includes tasks that are related to the platform, database (DB), operating system (OS) and hardware.
   Examples of tasks included:

    

   • Monitoring/reporting DB and OS
     Monitoring and reporting of the installed databases and operative system, includes daily and/or weekly health checks.
     
   • Monitoring/reporting hardware
     Monitoring and reporting of the hardware that our systems are installed on, includes daily and/or weekly health checks.
     
   • Hosting
     So that you can focus on your core business without having to worry about server-side issues, we take an active role in managing your servers.
     
   
   
2. System Services
   This package includes tasks that are related to the Basset developed software, or third party software that was installed (except Microsoft OS/DB).
   Examples of tasks included:

    

   • Systems management 
     
     
   • Application management 
     
     
   • Traffic management 
     
     
   • System health checks 
     
     
   
   
3. Business Process Outsourcing Services
   This package includes tasks that typically are performed by our customers’ operative staff. This service enables our customers to outsource part of the business process, which can be valuable particularly in cases of inadequate expertise or high staff turnover. Many clients also use this to minimize operational cost. Our scale benefits enable us to be very cost-efficient, especially when these services are applied in a multi-country operational setup.
   Examples of tasks included:

    

   • User administration 
     All user administration is carried out by us according to your wishes.
     
     
   • System administration 
     
     
   • Report generation 
     
     
   • Billing cycle management 
     
     
   • Partner administration