Cloud Support

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Engineering Cloud Competence Center Engineering Cloud responds to support requests involving required technical skills. It supports strategic decisions when defining needs, providing all the necessary environments to deliver implementation services, and providing specialized resources, for development and governance of cloud services. The competence center operates in synergy with other competence centers: BigData, Open Source, Technology & Innovation Center, Security, Geographic Information System.

Support Services and Help Desk

The End User Services cover the needs of the customers involved with a centralized multi-language Service Desk operating 24H like a management that is centralized in processes but localized in facilities and support for workplace management, which may also be individual.

The services are offered by two highly-specialized structures that can operate in national and international contexts with the same flexibility of Data Center services and able to perfectly adapt to customer needs, regardless of the size and the reference market.

In particular the Service Desk service is managed:

  • by 150 specialized technicians
  • with “Full Service 24x7x365” coverage
  • with multichannel contacts (Telephone, Mail, Web and Chat)
  • in multi-language mode (Italian, English, German, French, Spanish, Portuguese and Russian)
  • with processes and instruments integrated into the customers' contexts.

 

The services are provided by the central Pont-Saint-Martin structure, in turn connected with the satellite sites in Milan, Vicenza and Palermo; a strong orientation towards customer Satisfaction, constant monitoring of service SLA and a continuous training policy associated with a low turnover of expertise ensure a high level of first call resolution (90%).

 

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