Technical Support Service
Help Desk

           

We are proud
of our customers since 2010.

Eximo Project

Eximo Project offers complex technical support service for users. The service is provided remotely by means of electronic communication (e-mail, online form, communicator) and by telephone, through a professional Call Center, which is a part of our company.

Eximo Project

We perfectly understand the specific character of business activity in companies requiring IT service; therefore, every time we adjust the scope and conditions of support to the individual needs of our business partners. We take into consideration the type of infrastructure, business profile, way of conducting business and budget limits.


By choosing 
the remote technical 
support service, 
our customers gain
as follows:

  • Reduction of current levels of costs incurred by the IT department.
  • Increased security and guaranteed continuity of ongoing operations related to the indicated systems and services.
  • Support in dynamic development of own business thanks to the opportunity to focus on the key aspects of own activity.
  • One, clearly defined location for reporting technical issues.

  • Quick response to the incident and smooth processing of service requests.
  • Access to knowledge and competences of experienced consultants.
  • Possibility of individual incident registration in a dedicated support system.
  • Possibility of monitoring the progress of request processing.
  • Full access to all ongoing and completed requests in one location.

Additionally,
technical support
of Eximo Project
provides the following:

Eximo Project

Thanks to the highly qualified engineer staff, there is a possibility of extending technical support to 24/7/365 care model, taking into consideration equipment and service support, also in the premises of the customer.

Support services based on SLA agreements allow to: 

  • Determine the incident response time.
  • Determine the guaranteed failure repair time.

Clearly specified agreement terms and conditions minimise the impact of IT infrastructure on the entire business of the customer.

Execution of all orders is related to the detailed determination of operations in the delivered system for handling user requests.


General scope of services provided by the  First Line of Technical Support (L1):

  • Acceptance, registration, categorisation of incidents (Incidents) and service requests (Service Request).
  • Handling requests or escalation to the Second Line of Technical Support (L2).
  • Complete registration of all requests and inquiries.
  • Sending requests to other processes.
  • Call Center reporting of the following:
  • The number of telephone calls [total, per time unit, number of missed calls, length of conversations, average pending time].
  • IT service quality reporting.
  • Preparation of reports evaluating IT service quality for the management team.
  • Guarantee of maintaining continuity of business operations and readiness for supporting users according to SLA lead times
  • Quickest possible restoration of service operation or service provision level within the framework of the incident management process
  • Action preventing infringement of service level parameters specified in SLA agreements.
  • Tracing life cycle of incidents and solutions

General scope of services provided by the  Second Line of Technical Support (L2):

  • Handling issues related to IT applications, services and systems.

Solving problems related to applications in order to ensure the continuity of its operation. Problem can be understood as each unidentified application error which causes incident occurrence.

Task Definition

Problem solution

Implementation of a solution or correction, coordination of tasks related to problem solution. Each solution must be approved by the customer.

  • Ensuring availability of applications (IT services)

Ensuring uninterrupted access to applications for end users – full availability service is provided on an ongoing basis.

  • Application efficiency management

Ensuring optimum application efficiency by using methods and techniques recommended by the application manufacturer for the purpose of its optimisation, periodic inspections of configuration and response to reports of incidents related to application efficiency loss; efficiency management service is provided on an ongoing basis.

Task Definition

Installation of corrections and updates (patch, upgrades, notes).

Installation of corrections and updates related to the efficiency of applications recommended by the manufacturer aplikacji.

Review of application configuration.

Periodic inspection of application configuration with respect to efficiency, application optimisation as a result of potential or actual efficiency problems (allocation of internal memory and disk space, process priorities, etc.)

Solving problems related to efficiency.

Solving incidents and problems with efficiency reported by application end users.

  • Capacity management

The aim of the capacity management service is to ensure sufficient system resources for the purpose of increasing the demand for applications and related elements (databases, etc.), such as computing power (CPU), internal memory or disk space. The capacity management service is provided on an ongoing basis.

Task Definition

Preparing projections of demand for system resources based on current and forecasted increase of application requirements.

Preparing projections based on relationships between key system parameters and trends in conjunction with specific equipment.

Equipment efficiency projections.

Preparing and updating projections related to data processing power (processors, disk space efficiency, network capacity).

Projections of disk space use.

Preparing and updating projections related to disk space.

  • Monitoring IT systems of the customer

System monitoring consists of two elements:

  1. Monitoring and reporting all measures according to the Service Catalogue. All measures should be reported to the customer together with the related information (e.g. response time to all reported requests for service performance separately).
  2. Ongoing monitoring of application parameters related to critical measures, such as application availability, or requiring immediate action (e.g. incidents related to virus infections).

Monitoring service is provided on an ongoing basis.

You will find out more about our own monitoring system F5Wizard HERE. .

  • Change management – redesigning customer systems
  1. Initiating change requests.
  2. Preparing change plan together with requests for confirmation.
  3. Coordination of change implementation.
  4. Post-implementation inspection and early post-implementation support.
  5. Change history documentation.
  • Development and ongoing update of CMDB database

Technical support system offered by Eximo Project provides access to the list of pre-defined types of configuration elements and relationship types, additionally supporting the parent–child hierarchy model for all types of configuration elements. Thanks to this, we are able to establish and maintain relationships with other resources, software, business services, components and users, which ensure a sufficient amount of information for the analysis of impact on a particular component.