SUPPORT BY PRAGICTS
How we support you.
We are here and our successes are all due to our valued customers. We are here to serve them to the fullest of our capacity. In this regard how we support them is #1 to us. PragICTS has an established support apparatus to provide convenient, focused, responsive, and dedicated support to its client. The support services are established as follows Multi-channel dedicated contact touchpoints for clients to raise their support requests
- Email: support@pragicts.com
- Phone: +94 74 270 3262
It is recommended that all requests be raised through support@pragicts.com.All emails will be responded to within 10 minutes of receipt of email. All emails received are auto-forwarded to the key personnel as follows for redundancy and immediate actioning
Support Centre
- HOD Support
- Support Personnel
HODs Service Verticals
- HOD Software Engineering Services
- HOD Systems Integration Services
- HOD Cloud Services
Also copied to the
- CEO
The first staff member to receive the support request will respond with immediate effect with CC to support@pragicts.com. On completion of the support request, the customer will be informed with a formal email, SMS notification of the completion of the request.
Escalations
PragICTS also provides clients with dedicated contact details for escalations pertaining to their service requests
- Email: escalations@pragicts.com
- Phone: +94 70 459 8983
General Service Level Parameters of PragICTS Support
| Phone | Call Answer: 30s Return calls on missed calls:15min |
|---|---|
| Emails confirmation of receipt: 10min | |
| General | Staff allocation on support requests: 15min For critical support requests: Immediate |
- The customer will be informed of the allocation by the allocated staff.
- Once the investigation pertaining to the issue is completed, the issue resolution timeline will be informed to the customer through email
- A follow-up will be done with the customer to ensure that is addressed to his/her satisfaction.
Monthly Report
- A month-end report will be sent to all customers on support activities on the last working days of the month.
- This will also include recommendations and observations.
Quarterly Customer Meetings
- A quarterly meeting will be held with the customer by the relevant HOD of PragICTS for feedback and review for the quarter.
- All issues raised and discussed will be addressed and an update will be provided to the customer this will also be incorporated into the month-end support report.
SUPPORT HIGHLIGHTS
Dedicated
Dedicated personnel and systems to provide quality support with dedicated apparatus.
Redundancy
Handled at a company level than at an individual level.
Ease of Reach
Reach through email and phone.
Continuous Supervision
Under constant and regular review to track and improve performance and service level
Professional Staff
Capable and well-trained staff to handle support requests.
Standard Driven
SOP and SLA based operation for constant delivery of services