Support
Performa recognises the significant investment that organisations make in Performance Management solutions and considers itself to be a partner, not just a supplier of software and services. We also recognise that our customers require ongoing assistance in order to maximise that investment.
We are able to offer and provide multi-level support for all solutions that we provide, whether these be:
- Third-party products that we are authorised to distribute,
- Performa developed products, or
- Custom solutions.
Performa's Service Desk is the single point of focus for all of our customers to request services and to report problems. Our Service Desk delivery model (SDDM) provides an ITIL compliant mechanism for managing and responding to Incident and Problem management, as well as other service requests. The SDDM addresses three levels of analysis and resolution:
| Level 1 |
|
First point of analysis and resolution.
Generally level one support addresses application configuration issues or that provides user assistance for minor problems. |
| Level 2 |
First point of escalation.
Level two support addresses issues of a more complex nature, which may require technical investigation or specialist resources. |
| Level 3 |
Manufacturers intervention.
Level three support addresses complex issues which require detailed technical investigation and/or specialist resources. In some cases resolution may result in the issue of software patches or changes to the application design. |
The Support Service Delivery Model (SSDM) depicts the Performa commitment to full service support or the facilitation of external support. At the lowest level, Performa provides full support for its own products and for any bespoke development.
The SSDM model shows Level Three support at the top of the model (manufacturers support), Level Two support provided alternatively by either Performa or a authorised partner, and Level One support also provided by Performa or an authorised partner. |
