Permanent Support: Guarantee Availability and Maximum Performance of your Solution
We understand our customers’ problems when it comes to managing multiple solutions and technological products, with all their complexity and the usual lack of resources, so we have adapted our offer in order to include flexible and effective options which help to meet our customers’ needs.
These services are highly recommended for all clients, both for those who want to manage the solution themselves as well as for those who don’t want to or cannot. We offer two different modes: Advanced Assistance Service and Managed Administration Service.
Once either of these two services are contracted, Tango/04 will assign a Functional Executive, who will have detailed knowledge of the customer’s implementation, and who will be the contact point for functional issues, make recommendations for improvement, coordinate the necessary resources to provide the service, and aim to ensure that the customer takes full advantage of the solution and is always satisfied.
The Advanced Assistance Service is an annual service, aimed at clients who are investing time and resources in managing VISUAL Message Center and need complementary support.
It’s a very flexible system, coordinated by the Functional Executive, which can be used remotely or in person, for simple or complex tasks, for needs related to functional profiles, from basic management to the highest technological complexity.
This Service allows customers to have the entire Tango/04 team of specialists ready to help, dynamically, quickly and without red tape. Our team of consultants will save you time in research and configuration and will also provide all the experience acquired from hundreds of implementations around the world.
If, for example, our customer needs quick help for a complex task, he can ask for a specialist consultant to assist him remotely, for a few hours. If our customer is facing a temporary lack of resources, he can request Advanced Assistance to solve the problem completely. In a nutshell, this service will enable customers to have the necessary resources for any activity related to the solution and will help customers to maintain and update the solution under a continuous training system.
Tango/04 Managed Administration service is aimed at customers who do not have the necessary resources to manage the solution or do not want to do it themselves. It is also useful for customers who, due to staff turnover want to temporarily outsource management of the solution.
This is an integral service, offering not only a proactive maintenance of the original configuration, but also continuous growth and evolution of the solution, thanks to the coordination of the Tango/04 Functional Executive.
There are three complementary tasks levels: Level 1 (Preventive) Level 2 (Basic on demand) and Level 3 (Advanced on demand).
- Level 1 (Preventive) consists of a series of tasks that the Tango/04 team of administrators will perform proactively – without any customer request – in order to periodically control health and correct the performance of all the managed monitoring solution components. All tasks at this level are performed remotely.
- Level 2 (Basic on demand) includes on demand tasks performed specifically in order to quickly adapt the implemented configuration when faced with simple changes or needs. Tasks at this level are performed remotely so that the customers’ requirements can dynamically and cost-effectively be met.
- Level 3 (Advanced on demand) includes specific on demand tasks in order to develop new functionalities and allow for the evolution of the solution. This level also includes complex changes, which require specialized consultants. This level can be performed remotely or in person.
