Support
Trinity Technologies Limited offers 24/7 support to their clients, adhering to the terms outlined in their Service Level Agreement (SLA). Our dedicated team of experts is always available to address any issues promptly and efficiently, ensuring minimal downtime and optimal performance. We prioritize client satisfaction and work tirelessly to meet and exceed the expectations set forth in our SLA. With Trinity Technologies, you can trust that you're receiving reliable and consistent support whenever you need it.
Our Helpdesk Support
Our helpdesk services is designed to ensure seamless communication, efficient case handling, and prompt resolution of support requests.
Channels of Communication
- mTicket Tool: The primary online platform for submitting and tracking support requests.
- Phone Call: Direct communication with helpdesk staff for immediate assistance.
- Email: Allows detailed documentation of issues or requests
Reporting a Case or Raising a Request
- Select a Communication Channel: Choose from the available options (mTicket, phone, email, WhatsApp) based on convenience and urgency.
- Provide Relevant Details: Such as Description of the issue or request, Contact information and preferred method of follow-up.
- Receive Acknowledgment: Once the request is submitted, the helpdesk will acknowledge receipt and provide a unique ticket ID for tracking.
Helpdesk Workflow
- Ticket Creation:Upon receiving a request, helpdesk personnel create a ticket in the mTicket system. The ticket contains all relevant information, including the issue description, priority level, and customer details.
- Initial Assessment: The helpdesk assesses the ticket to determine, Whether the issue can be resolved immediately based on the priority and urgency of the request (e.g., critical, high, medium, low).
- Ticket Assignment: If the helpdesk cannot resolve the issue directly, the ticket is assigned to the appropriate team or individual based on expertise, the helpdesk ensures the ticket is assigned promptly to minimize delays.
Communication Facilitation
- The helpdesk acts as the main point of contact between the customer and the assigned personnel.
- Updates, clarifications, and additional information are relayed as needed.
- Re and provide a unique ticket ID for tracking.
Follow-Up and Monitoring
- The helpdesk team monitors the ticket's status to ensure timely progress.
- Escalations are initiated if the issue remains unresolved within the agreed timeframe.
Resolution and Closure
- Once resolved, the helpdesk confirms with the customer that the issue or request has been addressed to their satisfaction.
- The ticket is then marked as closed in the system, completing the process.
Our Approach to Issue Resolution: Escalation Matrix
At Trinity Technologies Limited, we understand that timely issue resolution is crucial to maintaining trust and satisfaction. That’s why we’ve implemented a robust Escalation Matrix, ensuring every concern is addressed efficiently and at the right level of expertise. Our escalation process is designed to prioritize issues based on urgency, severity, and business impact, minimizing downtime and enhancing customer experience.
| Escalation Level | Role/Team | Responsibility | Respone Time (SLA) | Escalation |
|---|---|---|---|---|
| Level 1 | Frontline support | Initial troubleshooting basic diagnostics. | Within 1 hour of reporting | Ticket, phone call and email. Issue severity: Low to Medium |
| Level 2 | Specialized Support | Handle complex issues, perform detailed analysis and resolve configuration or system issues. | Within 4 hours of Escalation | Level 1 unable to resolve Within SLA. Issue severity: Medium to High |
| Level 3 | Senior Engineers | Oversee unresolved technical issues, Coordinate resources, and Escalate to external Vendors. | Within 1 business day. | Level 2 unable to resolve Within SLA. Issue severity: High or affecting multiple users. |
| Level 4 | Executive Management | Strategic decision-making, Engage partners or regulatory bodies and Crisis management. | Within 2 business day. | Level 3 unable to resolve Within SLA. Issue severity: Critical or business-impacting issues. |
Service Management Center (SMC)
At Trinity Technologies Limited, we have a centralized hub to manage, deliver, and support our technology services in a structured and efficient way. This encompasses the processes, tools, and teams required to ensure our services align with our clients needs and deliver value. The following are the key pillars of our SMC.
Click each header to read more.
Centralized Management
- A single point of contact for all service requests and issues.
- Coordinates teams, tools, and processes to ensure consistency.
Service Delivery
- Ensuring services are provided efficiently, effectively, and in accordance with service-level agreements (SLAs).
- Focuses on delivering services that meet the organization's strategic goals.
Incident Management
- Handling service disruptions and ensuring normal operations are restored as quickly as possible.
- Coordination of helpdesk and support teams for user interactions and fast resolutions.
Problem Management
- Identifying, addressing and resolving recurring issues to improve overall reliability and prevent incidents from recurring.
- Conducting root cause analysis (RCA), applying fixes and ensuring long-term solutions.
Change Management
- Ensuring changes to systems and infrastructure are planned, tested, and implemented with minimal risk and disruption.
- Implementing effective rollback plan for the change management.
Knowledge Management
- Maintaining a knowledge base (repository of solutions, documentation, engineering standards and best practices) for resolving issues and optimizing services.
Service Catalog and Request Fulfillment
- Maintaining a list of services and streamlined processes and procedures for endusers to utilize them.
Asset and Configuration Management
- Tracking and managing assets, hardware, and software to ensure efficient utilization and compliance.
Performance Monitoring and Reporting
- Continuously monitoring services and systems to identify performance issues.
- Providing regular reports to stakeholders on service performance and compliance with SLAs.