Follow the sun support 24/7
Technical support is an integral benefit of Helix International – we provide personalized, proactive, pre-emptive, predictive— smart support and maintenance. Our belief is that our customers are, and always will be our number one priority. Our goal is to ensure your users can fully utilize these simple yet comprehensive software solutions we have to offer. With 24/7 support we are always available should a question, or issue of concern arise. We will always welcome all questions, comments, and suggestions.
The traditional “follow the sun” model is a type of global workflow in which issues can be handled by and passed between offices in different time zones, increasing responsiveness and reducing delays. It was developed so companies can provide round-the-clock customer service, literally following the sun around the globe. If the sun is shining over a region, be it San Francisco, Paris, Hong Kong, or Sydney, business is being conducted there. That means customers’ requests and communications are coming in quickly and often—and these businesses must meet that demand.
There is no fixed SLA time for each priority. Helix International will try to resolve every Problem Management Report (PMR) on the first interaction, although this is not always possible. The PMRs are worked on according to the agreed severity. It is extremely important that the relevant severity is set for each PMR and that it can be changed, as required. However, it is equally important that you communicate to the Helix International support representative the impact of a problem.
HELIX International supports its software and its users with telephone support, web sessions, the Internet, emergency and remote administration services. User questions are most always answered on the first call, by qualified technicians, support team and developers. Software issues are logged and referred to the development team where they are resolved, usually in the next monthly software update. We provide detailed user manuals in electronic format and a robust integrated user help system as part of the basic software. Further, we provide unlimited toll free telephone support, on-site training, and web-based supplemental presentations.
A PMR might not be a severity 1, but it might be causing a significant impact to your organization. If a PMR does not seem to you to be receiving the appropriate attention, the formal escalation process can be used.
The PMR severity and response times are described in the table.
|Severity||Impact and Response goal|
|1||Critical business impact response in two hours|
|2||Significant business impact response within four business hours|
|3||Some business impact response by the end of the next business day|
|4||Minimum business impact response by the end of the next business day|
Helix International is a software and consulting organization that focuses on document and data solutions. Unlocking your content and your data for a cognitive reality.
We focus on Technical Solutions for today’s business problems
Whilst every content management system is unique, the fundamental disciplines of effective document management remain constant.
Helix International has successfully migrated 100s of content management solutions such as:
IBM Content Manager On Demand (CMOD)
IBM Image Services (IS)
IBM Filenet P8 etc
Computer Associates CA View / Deliver SAR / Express
Hyland On BAse
BMC CONTROL D
ASG Mobius amongst others.
No project has failed!
P.O. Box 202 Rockford,
12149 Petersen Bluff Drive
Riverton, UT 84065-4046
#809 301, Venkoti Building,
Ayyappa Society, Mega Hills,
Telangana 500081, India
272 Turton Road Bolton BL2
44 Dezrobirii Street Building 09
Bucharest Sector 6, 060989
138 Lê H?ng Phong Ph??c Tân,
Tp Nha Trang City, Khanh Hoa