Technical Support

Businesses are under constant pressure to reduce the cost of IT operations while increasing agility and uptime.

At PointStar, we focus on building trust with our clients for a long and fruitful business relationship. When it comes to IT Support, we focus on supporting People, Technology and Process to ensure digital solutions deliver best business values.

IT DOWNTIME = LOSS OF BUSINESS

OUR VALUE OF POINTSTAR SUPPORT

Improve technology performance and increase productivity.

Built on a foundation of experts, tools, technologies and customer ease, our Premier Support Suite has the enterprise-class support your organization needs. Our services align with the criticality of your systems, complexity of your environment and how you allocate your IT resources.

Experienced and Certified Engineers

Dedicated Help Desk and Technical Account Managers

Service Level Agreements Dedication

Regional Onsite and Remote Support

Customization of Support and Managed Services

INCIDENT MANAGEMENT

Incident management is to fix an issue/ outage and get the system to a stable state.

Incident management processes ensure that the support team can quickly address vulnerabilities and issues. Faster responses help reduce the overall impact of incidents, mitigate damages, and ensure that systems and services continue to operate as planned.

There are five steps to any incident resolution process. These steps ensure that no aspect of an incident is overlooked and help support teams respond to incidents effectively.

INCIDENT MANAGEMENT METHODOLOGY

Identification, Logging & Categorization

Incident Notification & Escalation

Investigation & Diagnosis

Resolution & Recovery

Incident Closure

PROBLEM MANAGEMENT

Problem management is to identify the underlying cause of an issue and figure out how to fix it going forward.

PROBLEM MANAGEMENT FUNCTIONAL AREAS

Problem Control

Capture the details of a problem, validate its existence in knowledge base, determine its priority relative to other problems, and assign it to a support team member for investigation.

Error Control

Capture details of a known error and distribute information to other support groups, define steps to control resolution of the error, and monitor the implementation of these resolution steps. Document the resolution steps in the knowledge base.

Proactive Problem Management

Perform the activities necessary to minimize opportunities for incidents to occur in the infrastructure by identifying and eliminating underlying problems that cause them.

Major Problem Review

Perform a “lessons learned” exercise as part of a commitment to continuous improvement of the problem management process itself.

POINTSTAR PREMIER SUPPORT SERVICE LEVEL AGREEMENT

TICKET PRIORITY P4

LOW

Product/Service Usable

Product does not work as desired, but functions (a workaround is not necessary)

TICKET PRIORITY P3

MEDIUM

Product/Service Partially Impaired

Product does not work as expected but a workaround is easily available

TICKET PRIORITY P2

HIGH

Product/Service Severely Impaired

This issue is critically impacting a single user or critically impacting collaboration among users. Product does not work as expected, with no feasible workaround

TICKET PRIORITY P1

URGENT

Product/Service Unusable in Production

Critical services issue affecting all users. Service unavailable or unusable with no workaround

Technical Support