Service Desk

Clockwork takes pride in presenting absolutely customer oriented ‘Central Service Desk’ commissioned around ITIL Support Function Framework to ensure delivery of delightful services to all our customers.

The objectives of our ‘Central Service Desk’ are to:

Maintain a ‘Single Point of Contact (“SPOC”)’ for all our customers and their end users.
Assist with using products and services rendered by us or otherwise and with all related matters.
Provide functional / technical assistance and general information on all aspects of the product / service.
Solve problems within an acceptable time frame.
Maintain a central repository of all the incidents logged and consequent resolutions provided so that subsequent customer requests are addressed even more accurately and quickly.
Obtain feedback from our customers and their end users with a view to continuously improve the service.

SCOPE

The following are a few of the activities which Clockwork will be undertaking under the proposed support services engagement

CBS Value Pack (Basic Remote Support Package)

Services which are covered under the CBS Value Pack (Basic Remote Support package) cost.

Telephonic/e-mail support services during working hours
Trouble-shooting of SAP Business One application on Server machine
Trouble shooting on Add-on modules/customization’s provided by CBS as part of the implementation services
Minimal tweaking in the existing reports
Support for yearend processing of accounting modules, if required
Monitoring of SAP B1 server instance to ensure trouble free operations
Creation of User-Defined Fields
Testing SAP patches and hot packs on the Test and Live environment (Upgrade Within the Family EG 9.1 any PL)
Stabilization support for the implementation done.
Health audit of the SAP environment at the start of the contract and six months from the start of the contract.

Central Service Desk – Availability and Resources

The Clockwork Service Desk is staffed by a multilingual team of :

Subject Matter Experts,
Product Specialists and
Technical Specialists

Who could be contacted from Monday to Friday, from 09.30 Hrs thru 18.30 Hrs IST. Our team members are also available on every 1st, 3rd and 5th Saturdays of the month from 09.30 Hrs thru 18.30 Hrs IST.
Note: In case of emergencies, after work hour requests may please be notified via mobile or through this web-page. Please be informed, while every attempt will be made to address the requests ASAP, kindly be prepared with extended Response Time / Resolution Time.