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E2E Service & Support

desk-O-pedia recognizes the importance of delivering support services with not only the experience and technical knowledge but also with the understanding of our client’s compliance requirements. We provide global support, reducing the associated risks and business disruption on production. We have support team of experienced and dedicated committed to delivering timely response. Our highly trained product experts can work directly with your team and triage your related problems to assess your training needs.

Technology today is emerging and including email, chat, artificial intelligence, automated support, and self-service options. Increased expectations and demand don’t always mean increased resources, so the institutional workload pays the price. Our Team provides multiple modalities that enhance the experience of contacting support in your institution, making your end user experience as seamless as possible.

Support

  • 24/7/365 worldwide support availability – helping to minimize production disruption
  • Dedicated web, email and onsite support options
  • Industry leading SLA commitments – ensuring you get the level of support your business needs
  • Advanced support ticket management and service intelligence.
  • IT service management based on best practices
  • Constant client happiness survey and performance monitoring (CSAT & NPS)
  • Available for customer specific configurations and customizations
  • Experienced & knowledgeable team – engineers/technicians with a unique understanding of the industry
Support
We Solve

We Solve

  • 24*7*365 Service Delivery Operations Support
  • Max 60 Sec wait for Voice Support
  • Max 120 Sec wait for Chat Support
  • Max 60 Minute for Email Support
  • IT service management based on best practices
  • Individual SLA for each contract
  • System Availability > = 99.95%
  • Very high data security
  • Connectivity for voice & data = 100%

Types of Support

24×7 SupportIT Helpdesk Support

  • Hardware & Software
  • Zoom, Teams, Webex or any new technology
  • Networking
  • Email
  • Office 365
  • Other productivity tools

Types of Managment

LMS ManagementLMS Management

  • Blackboard®
  • Canvas®
  • Moodle®
  • D2L®
  • Others

Why desk-o-pedia ?

  • 24*7*365 hours of dedicated support
  • After hours dedicated support
  • Holidays and peak support
  • 90% of interactions Reduce Average Speed of Answers to less than 30 seconds
  • Abandon Rate less than 2%
  • User CSAT average 4.8
  • System Availability > = 99.95%
  • NPS over 80%
Why desk-o-pedia ?
GET STARTED TODAY
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