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At Neurosoft, we aim to help our customers reduce risk and improve their effectiveness by ensuring solid systems operation - 98% effective to date.
Our concepts, practices, infrastructure, technical expertise and agility, combine to deliver solid customer-focused support & maintenance services, for every product or project implemented.
Our Support Center is manned with the most capable and experienced personnel and our experience and organization structure, guarantees:
• unhindered operation of the supported system;
• reliable support services provisioning; and
• minimization of supported system’s down time.
We focus on both preventive and corrective maintenance through which, restoration of satisfactory service is provided; either by a workaround or complete solution, according to the severity and complexity level of each problem occurred.
Our processes and Industry Best Practices, is the measure success for the customer.
Support Scope of Coverage
Support & Maintenance Services offered by Neurosoft:
• Installation Support
• Usage Support
• Configuration Support
• Problem Diagnosis
• Bug Fixing
• Software Monitoring & Optimization
• Software Updates
Neurosoft's products and solutions readily adapt to changing business requirements, conditions and technological environments.
Support & Maintenance Procedure
• Problem is Reported by Customer to the 1st Line Support (Neurosoft’s Help Desk):
Customer submits Request for Product Support form (RPS)
• Problem is Registered and Confirmed
• 1st Line Support:
Handles Operational and Functional Issues
Forwards Technical Issues to the 2nd Line Support
• 2nd Line Support:
Classifies the problem and designs the Action Plan
Informs Customer for the problem Classification and the Action plan
Executes the Action Plan
Documents & Reports for the problem correction
How to Contact Neurosoft Support
For Severity One issues, problem submission via web must be followed-up by a telephone call.
Submit via phone
Neurosoft provides telephone number(s) per region or country (where available). Neurosoft Technical Support phone numbers are listed to www.neurosoft.gr/support/.
After Hours Support
Normal country business hours are defined as 9:00am to 5:00pm, Monday through Friday, except national holidays. After Hours term is defined as all other hours outside the above mentioned business hours.
We recommend using phone support for critical after hours problems to ensure they are responded to promptly.
Customers may submit the request for assistance by logging into www.neurosoft.gr/support/. Submission via web provides:
• Fast registration of the problem and its detailed information.
• Reduction of resolution time.
• Accuracy in error and debugging messages.
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