Help Desk Procedure: We use our own web-based support portal (http://support.mercuriusit.com) for the registration and management of support calls. This state-of-the-art portal is equipped with exceptionally advanced features. It also sends out email alerts whenever a support call is registered and updated by either a customer user or the Mercurius support team. This ensures that the customer always stays informed about the progress of the project/assignment. The website is designed to support the complete workflow — at our client’s organisation and Mercurius’ Support team.

MaxCare Support Management highlights are:

• A MaxCare Support Portal (support.mercuriusit.com)
• Guaranteed Service Level Agreements (SLA)
• Onshore Helpdesk Facilities to ensure a high level of customer service and customer contact.
• An Onshore team of consultants for quick response and onsite work
• An Offshore Support Centre for cost-effectiveness
• Stringent Testing and Quality Assurance processes
• Complete Flexibility in support/pricing models to suit customer budgets
• Additional services to provide value for money
• Periodical reviews of support services