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Technical Support Guide

Among the advantages of maintaining a contractual relationship with Denwa support include:
Updating software products, update documentation, telephone support, offers expanded support, support staff dedicated to products, centralized system to monitor cases and system access support via the Web.
Using an advanced user may require support from Denwa Admin. Technical Support Denwa, is composed of three levels of management and scaling between them, which can respond immediately to answer questions and / or solve problems.
Technical Support Denwa, maintains a number of laboratories to effectively emulate customer environment. All levels within the support process, have the responsibility and the ability to play any particular situation that arises, before scaling.
These levels are defined below:

Level I
This support function is the responsibility of the installer and should provide answers to all customer calls, e-mail, or through the Web. Support
Level I provides answer to questions on the use, installation and configuration of products and general administrative issues.

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Level II
This support function is the responsibility of Local Distributor and should provide answers to all customer calls, e-mail, or through the Web. The Level II provides support to answer questions on the use, installation and configuration of products and general administrative issues.
Distribution companies are staffed by certified DeECP.
This level has access to the ticketing system that can scale Denwa cases, requirements and new functionalities.
Each distributor has a guide to scaling within the structures of the Manufacturer.

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Level III
The Denwa Support is responsible for all critical cases unresolved, scaled record levels of support organization, such as they were defined in the Guide to Scaling. Denwa Support staff also has a critical role in the escalation of cases requiring engineering attention.
When the Denwa Support is given a critical situation, they send regular reports to management regarding status of the case, there is rigorous monitoring of the same until the final solution is delivered, tested and confirmed by the customer.

 

 
 
   

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