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AMI customers receive superior service from our trained and
certified technical support personnel. After the
Implementation Phase is complete, AMI’s HelpDesk personnel
provide maintenance and support.
Support is provided by telephone and e-mail, as well as on-site. Remote
diagnostic packages enable AMI to provide
efficient and effective support. Based on clients' needs we
currently use Checkpoint,
Cisco, Citrix, NetOp, Nortell VPN, Remote Desktop, Terminal
Server, and VNC.
Reported incidents are maintained in a problem tracking
database. Each incident is assigned a unique identification
number.
AMI understands the importance of
responding quickly with the right information. Each staff
member is fully certified by the respective hardware
manufacturer or software developer ensuring that you receive
top quality service. AMI’s average response time for HelpDesk
support calls is under one hour.
AMI's problem tracking database uses four levels for "Urgency"
and four for "Priority". When a request is initially opened, a
base Urgency is assigned based on feedback from the customer.
A base Priority is also assigned at this time. The system has
the ability to automatically escalate the priority level based
on the amount of time a request remains at any particular
level. A Critical level is the highest, followed by High,
Medium, and Low. Generally, Low priority requests stay Low
until manually changed. Medium priority requests move to High
after two days, High move to Critical after one day. Each
request is handled on a case by case basis depending on
feedback from the client.
With an AMI maintenance plan in place, all software fixes and
minor releases are included from the manufacturer. AMI
suggests using the experience of our vendor-certified
technicians for the installation and implementation of these
patches and releases. Generally, fixes or service packs are
released on about a quarterly basis.
Our certified technicians will review your system at least
once per year to ensure it is performing at an optimum level.
We will work closely with your staff on any issues or
questions that arise to ensure complete system stability.
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