Technical Support

Encora offers technical support for software products that include three standard levels of escalation:

• Level 1: answer the call, log the problem, resolve the issue based on existing knowledge-base, escalate it to level 2 if unsolved
• Level 2: reproduce the problem, find the solution thru configuration changes, enter the solution into knowledgebase, escalate it to level 3 if unsolved
• Level 3: isolate the error condition, get engineering to modify the code to fix the problem, validate the correction, test it with client configuration and release a patch, if required

A Service Level Agreement (SLA) defines all customer’s expectation in a very detailed form and also provides the basis for future modifications in services offered.