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Home »Product Engineering Service » Services » Technical Support Product Engineering Service Technical Support Advent Global offers a wide range of product support services, to enable ISVs to focus on customer satisfaction, while reducing the cost of support and making it more widely available. Support can become a competitive strength for an ISV by outsourcing it to a partner like advent Global. We also work as an extension of ISV's support department during their regular and off-hours. We provide 24x7 multi-channel (phone, email, chat, web) and multi-level (3-level) support activities. Bound by strict SLAs and KPIs, our services typically include: Level 1 Support Services: End-User Support engineers -problem isolation, basic troubleshooting, incident management, non complex incident resolution and id/password resets Level 2 Support Services: Technical Product Support engineers - specialists skilled in product interoperability such as environment management, knowledge management, problem management, functionality testing, release & implementation consulting and report generation Level 3 Support Services: Deep Product Support engineers - Super specialists with deep product knowledge perform detailed technical consulting to resolve client problems such as complex problem management, knowledge management, product engineering sustenance and bug fixing, release management, escalation management, service level management, and customer management. |
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