Maintenance and Support
Infosys provides maintenance and support services to its client helping them manage the product through its lifecycle. The nature of the services differs with the needs of each product segment.
For discrete products, services include support through manufacturing in the form of engineering change management, technical documentation, training and managing after-sales maintenance and repairs.
For software products, the services are comprehensive including training, turn-on and monitoring, L1-Call Center, L2-Technical support and L3-Support services.
Benefits that can be realized are timely, ongoing support which is crucial to the success of any project and access to reliable technical support. We guarantee swift response to your issues through support facilities like the Global Support Center, regional support centers and even onsite support.
L1 - Support Services
Infosys provides you with L1-Call center support / Help desk services that will provide the ability to handle product queries related to features, pricing, support, licensing, clarifications, ability to receive orders and provide status on the same, manage the spares and shipment.
Infosys will receive customer issues and resolve them, where possible. Unresolved issues would be escalated to your L2-Support or field-support.
L2 - Support Services
Infosys can provide L2-Technical Support Services that includes problem analysis & replication, problem resolution via work-around or escalation to L3 support or to your team for further action, etc. An offshore lab equipped with all the devices, tools and infrastructure is a key to ensuring that the L2 technical services we provide are effective.
L3 - Support Services
As part of our product sustenance service we provide L-3 sustenance service of bug-fix, minor enhancements, maintenance testing and release management needs for your product.