Technical Support Model

Once the system is accepted and in operation, the delivery is complete. ENSYTE’s Support & Maintenance Agreement (SMA) then regulates the customer/vendor relationship. 

Our product solutions offer system users on-call support, which may include an on-line manual or video linked to the specific application and  access to the Help Desk System (to follow-up for example support requests, and questions).

The ENSYTE support model consists of a Help Desk supported by 2^nd and 3^rd line support.

1^st line support level (Help Desk): 

1^st line support is the front-office function for receiving support requests, carrying out systematic logging, and the escalation of support requests. 

2^nd line support level (Business/Functional Support):

2^nd line support is staffed with product specialists.  Specific workflow procedures are used to ensure an effective analysis of requests and proper documentation of the resolutions or workarounds.

 3^rd line support level (Development support):

3^rd line support is staffed by our software programmers/developers who are responsible for the functionality of the product.  Here code changes can be implemented and more fundamental workarounds solved.  Any source code modifications will be provided in the form of a patch or a new release as applicable. 

Requests are routed through the Help Desk, and then further on to the organization as needed.