Zafin Support Services
Zafin Support Services delivers flexible support services tailored specifically to meet the needs of our clients. Clients can tailor Red Carpet Services by choosing any combination of our support models, including our Dedicated Support Model, In Market Model and Centre of Excellence Model to address their needs.
- Red Carpet Support Services: Red Carpet Support Services provides flexible support solutions which leverage both partner and in-house global support facilities to deploy a “follow the sun” coverage approach. Case hand-offs occur between all support centers. All support processes ensure a direct escalation line to senior management and development resources to ensure timely resolution of issues. Red Carpet is customizable for each of our clients. It includes a vast Knowledge Base, FAQs, Issue/Tick Tracking and SLA tracking...
- Dedicated Support Model- Clients sometimes are limited on resources and skill sets in house, but require immediate results from our Solutions. In this model, dedicated Zafin resources are placed at a client site to assist clients in maximizing and accelerating the ROI of our Solution.
- In Market Model- Some clients prefer to have the “1st call” answered within their region. Knowing someone is literally across the street provides many clients with a sense of ease and comfort. 1st level support is delivered by team or through our Global Partner Network.
- Centre of Excellence Model- Many clients have strong in-house expertise both on the business and technology fronts and require support for our Solutions on an adhoc basis. We have a centralized support team in our Centre of Excellence, who handles 1st and 2nd level support for our global clients and Global Partner Network. Our centralized support services provides immediate best practice and issues resolution sharing amongst our global clients; ultimately reducing resolution time
