As a great number of our solutions are highly customized and involve customer co-design process, technical support is an important part of our deliveries. We deployed a great part of effort in building an effective, collaborative support group that includes internal support team, along with external partners with relevant skills
Incoming support requests are routed internally based on skills, and service level requirements. Our support group is able to work collaboratively as a real time team when necessary.
HitekNOFAL Solutions Technical Consultants are responsible for the following:
- Manage and track customer service requests from initial contact to final resolution.
- Automatically route service requests to the appropriate team for resolution.
- Keep tabs on customer e-mail messages and generate automatic responses when appropriate, using a solution database for the most common service problems.
- Generate reports that identify the reported issue along with the presented solution.
Post Sales Service
The role of our Post Sales Service people is to coordinate the communication between our various business units and our customers. Part of the process is to follow up and attend regular meetings to discuss the performance and the different plans that continuously improve our service. Regular follow ups and contacts guarantee excellent business relationships with our customers.
To ensure customer satisfaction and provide companies with a single-source for project consultation, service, and support, HitekNOFAL Solutions has established an unparalleled field service organization with a fulltime staff of technicians who are competent to take care of the complete field job. We have carried out a substantial volume of field activities with regard to fiber optic splicing, SM and MM fiber attenuation measurement, and fiber optic network monitoring. Our comprehensive pre-deployment consultation services and end-to-end life cycle support programs have been recognized for more than 30 consecutive years as the essence of field service management optimization.
Service Level Agreement (SLA)
As we are accountable for providing a high level of service, we offer customer-specific, individual SLAs, which define how our services are aligned to your requirements. Our flexible service concepts make the configuration of an SLA easier for you. We work closely with customers to analytically determine their basic requirements, allowing them to focus on the core of your business, while we take care of the rest.
Outlining our commitment to the uptime and performance of our products and solutions, we always offer the best service for our customers instead of working with the typical, predefined standard agreements. Our SLAs determine the terms and conditions of our technical support, on-site support, maintenance service, repair service, calibration service, hardware replacement service, system updates via remote access, error analysis with remote access, spare parts delivery, 24/7 problem reporting, and provision of loan equipment.
All our SLAs state the contractually agreed support and response times, while providing customers with a transparent cost planning.