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CBA Portal | Application Maintenance | Operation & Infrastructure
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Operations
CyberTech Helpdesk operations follow an established support methodology and transition process. Which is focused on enabling helpdesk consultants fully understand client support requirements, establish Service level agreements and communication protocols & plug gaps (if any) in terms of hardware/ software, training or manpower requirements.
The support transition process involves:
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Initiation & transition planning : A kick-off meeting is held to familiarize the client team with the support organization. Process are tailored, communication protocols & reporting mechanisms are established.
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Infrastructure setup : Communication systems and connectivity to present infrastructure and server connectivity are established and tested.
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Knowledge transfer : The team understands the clients processes, applications & infrastructure setup. Detailed questionnaires are drawn on the basis of this study. If documentation is available, it is reviewed and understood else processes are documented. Support team starts working with client team to resolve issues
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Ongoing support : Support begins
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Infrastructure
CyberTech helpdesk support services are backed by top class infrastructure. All offshore support services are provided from CyberTech's Advanced Technology Centers in Thane near Mumbai.
The Thane Advanced Technology center is equipped with the necessary support infrastructure including well equipped Pilot labs. Video conferencing facility and VOIP phones with US direct dialing facility are available for support teams.
For end-to end support, specified phones can be connected to your exchange to provide telephone communication for your users. These facilities enable CyberTech to rapidly create virtual support centers for external customers, where our support team seamlessly works as an extension of your support team.
Physically secure space with access monitoring, separate, secure network with backups for utilities can be ramped up very quickly within the available setup.
CyberTech has an established support mechanism to develop, customize and tune infrastructure to project needs.
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