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Audit, Consult, Train & Support

A service level agreement is an excellent tool to improve communications, manage expectations, clarify responsibilities and build a foundation for outstanding client service. The number of hours which the organization purchases can be used in a number of ways:

ACTS Solution

Support
iGlobe has a dedicated support centre and can be contacted by telephone,
email and through the iGlobe Support Centre web portal.

Onsite audits
In order to provide the best possible service to the Organisation, an onsite
audit will be done, where iGlobe staff will audit users’ desktops, as well as
servers, for Bentley software, as well as third party applications, in addition
to hardware.

Resident Engineer
There is also the possibility of having a dedicated person, contracted to remain on site, for whatever reason. This person can be used for maintaining systems, audits, problem solving, implementation of solutions, user training or support, etc.

Consulting
As stated earlier, the training levels of all staff will be assessed during the audit, and recommendations of training required by staff will be made, as illustrated in the screenshot below. Thereafter, the Support Manager will track the hours used, and should hours be available, offer knowledge transfer, in the form of consulting or training to members of staff, either on iGlobe’s premises or on site. When upgrades or enhancements are done to software, training will run concurrently to ensure that users will be capable
of using the new system. Our SLAs are designed in such a way, that clients are not limited in the use of the hours purchased. What makes our SLA so unique is that we offer the client the right to use SLA hours for not only support, but consultation, enhancements, auditing of current set up, proposing a ‘to be’ design, and training as well