Support & Services 

 

Technical support services provided by USI Networks solves problems in technical areas faced by customers of our clients for mission-critical IT products. We extend technical support services for computer hardware, software, storage, networks, applications, peripherals and internet infrastructure, and cover the following areas:
  • Inquiry & complaint resolution
  • Pre-sales technical service
  • Installation & upgrades Level 1, 2, 3 support
  • Troubleshooting support
  • Software or product usage and problems
  • Application and desktop related queries
  • Internet related queries
  • Connectivity related problems
  • Computer hardware queries
  • Product related queries

USI Networks leverages its advanced infrastructure and its extensive IT and technology expertise to offers its technical support outsourcing services. We blend our Helpdesk seamlessly with the front-end CRM system of the client, to deliver services as a team. Our technical support options include service provisioning, and 24x7 support via multiple channels including voice, email and web in addition to customized support portals. We not only reduce your costs but also help you sustain high customer satisfaction levels.

By using a Single Point of Contact (SPOC) approach, customers of our clients can reach us for support using multiple channels including phone, email, and web chat. We offer a blended solution architecture of level 1, 2, 3 support that provides flexibility to client and meets their requirements for on-site, on-shore, and/or offshore technical support services. We have hands-on experience and developed best practices in technology technical support of diverse hardware and software products. Since customer expectations are different for simple vs. complex technology products, we provide varying levels of technical support for consumers vs. businesses, to meet customer needs. Our extended service also includes product information support that requires specialized knowledge and ability to manage complex product issues. We also support mechanisms for escalation for queries that we cannot answer.

Our end-to-end technical support services provide significant cost savings to client and relieve them of the burden of managing a complex technical Helpdesk. The efficiency and effectiveness of our services often outperforms that of our client. We adhere to SLAs in our service delivery, made possible by capabilities of our skilled staff.

Product Procurement

Our certified representatives will research, recommend, order, receive, test, configure, deliver and install the products you need to maximize the value of your IT investment. We have established strategic relationships with key technology partners that enable USI Networks to consistently deliver best-of-breed, multi-vendor solutions.

IT Consulting

We listen, learn and gain a full understanding of our client's needs, goals, objectives and processes. To this end, USI Networks aligns consulting services and emerging technologies with cutting-edge research and analysis to Asses, evaluate and offer solutions to assist with our customers' IT challenges. Our focus is to be a trusted advisor to our clients, which allows for greater input and collaboration and ensures a delivery of a precise solution.

Remote Management & Monitoring

USI Networks realizes that many businesses have mission critical servers and infrastructure equipment that are very time sensitive with the processes they serve. Our team of certified engineers utilizes next generation technologies to deliver high performance, scalable and easy to use agent-less monitoring and management technology to keep your infrastructure up and running.

IT Outsourcing

Our goal is to become an integral part of your information technology team and assist with extending the bandwidth of your IT team or by providing a dedicated technician to maintain your IT infrastructure or assist your IT projects. Our services help your organization to achieve an advantage both in cost savings and leading edge technologies.

Service Level Agreements

The ability to deliver according to pre-defined service agreements is what USI networks believe and our support and service department is geared around this philosophy. Aside from being able to deliver highly available, reliably performing Staff & Services we are able to deliver our promise and that is the key to our success. USI Networks offer various level of service agreement from very simple network management to high-end remote monitoring offerings. Basically we can custom-design these agreements as per clients needs.




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