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SLA - MIS Reporting

SLA - Account Management, Reporting & Monitoring

Enstaserv will suggest a suitable Account management Process. In order to manage the delivery service to your need, we have established an Account Management Process. This consists of a multi-tier approach providing control and reporting from Director level to Team Leader.

Reporting & Monitoring

Enstaserv will use its standard method for the process consisting of the following key steps:
Monthly Service reviews
Program Status reviews
Weekly Progress reviews
Satisfaction level surveys
Staff induction programme
Staff enhancement & training programme
Client/Staff assessment process
Monthly informal meeting
Full reporting against the Service Level Agreement
Full Reporting and control for Programs
The technical staff assigned to you will receive the full support of Enstaserv’s Account Management team. This will ensure their continued motivation and dedication to your organization’s objectives.

The Account Manager assigned to your organization will be responsible for ensuring customer satisfaction and will be measured accordingly. These measurements will be based on the services delivered and driven to ensure that maximum benefits are realized. This will be achieved through monthly or fortnightly meetings.

Regular communication between Enstaserv and your organization will ensure a mature understanding of roles and objectives. This cultivates an open and productive working relationship. Thus, if any issues are identified they are addressed early and resolved quickly.

The Account Management Process is a part of Enstaserv’s continuous improvement methodology and is regularly reviewed to sharpen focus on quality of service and client relationship.

Daily, weekly and monthly call statistics, with closed and open calls, new calls, time taken, person hours consumed, escalation levels, prime time calls, non prime time calls etc. would be provided.

We shall also provide detailed report on each of the call giving details and nature of call specs, resolution etc.

This section describes in detail the Service Level Agreements for each Service Requirement.

Program Management
The Program Manager will liaise closely with your counter part to ensure all work is being carried out within the SLAs and issues are being speedily resolved.

Account Manager will visit your site on a periodic basis or as required by you to ensure that the Customer-Supplier relationship is maintained.

Help Desk Team
The service level agreement for the SAP Help Desk required by you will be governed by the SLA matrix.

Hours of operation: 24 Hours X 7 Days X 365 days

Response: Once the problem has been identified and prioritized, the Help Desk team will endeavourer to resolve the problem as quickly as possible. The time to resolve problems will vary depending on the problem and it’s severity. The Help Desk team will aim to resolve >70% of the functional questions raised on the same day.
Technical Team
The technical team will carry out System Health Checks on a daily basis and support SAP Operations as required.

Development ABAP/4 Team
The Development team will execute ABAP development as directed by the On Site ABAP Co-coordinator, operating under the direction of client.


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