Our Support Process
Level 1 Support
Our responsive first-level support team interfaces with customers handling their queries and service requests. The highly trained level 1 support team logs customer issues promptly and collects comprehensive information from customers to diagnose problems. They strive to provide solutions within agreed SLAs and delighting customers. If a complex problem requires further analysis, it is promptly transferred to the Level-2 support team with a comprehensive report of all details.
Level 2 Support
A team of system experts called ‘The Technical Assistance Centre’ based at our Bangalore HQ is always ready and fully equipped to handle problems escalated by Level 1 support teams. With in-depth knowledge of systems and hardware, this expert team analyses reports by the Level 1 teams to diagnose and mitigate problems or recommend solutions. If further support is needed to solve a vexed issue, product experts are called in.
Onsite Support with Parts Replacement
We provide on-site services and parts replacement 24*7 within 4 hours in specified locations. The response time for a given location is dependent upon the ABS India Zone in which the product is installed. We are committed to provide either Repair/Return or Advance Replacement service based on the customer’s choice.
Augmenting our regular telephone support is our use of dial-in diagnostics to address customer problems. By remotely logging into a customer's network, we further investigate problems and assist customers in providing quick resolution to outstanding issues.