image

DENWA Support

Can I help you?

logo

Technical Support Guide

Included among the advantages of maintaining a contractual relationship with Denwa are: Updating software products, updating documentation, telephone support, offer 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 the Denwa Admin. Denwa Technical Support, is composed of three management levels and scaling between them, which can respond immediately to answer questions and/or solve problems. Denwa Technical Support, maintains a number of laboratories to effectively emulate customer environments. 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-mails, or through the Web. Support Level I provides answers to questions on the use, installation and configuration of products and general administrative issues.

Level II

This support function is the responsibility of Local Distributors and should provide answers to all customer calls, e-mails, or through the Web. 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 scaling guide within the structures of the Manufacturer.

Level III

Denwa Support is responsible for all unresolved critical cases, scaled record levels of support organization, as they were defined in the Guide to Scaling. Denwa Support staff also have a critical role in the escalation of cases requiring engineering attention.
When 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.

Download Denwa UC User's Manual v.4.0.1