The Helpdesk is a part of the Administration and Support service package whereby we ensure the trouble‑free operation of our clients’ systems.

Within the Helpdesk service, we provide our customers with the following:

• Guarantee of request resolution in a settled time – claims and occurred faults will be resolved immediately, just like your other priority requirements
• Register of requests – all your requirements are registered in the helpdesk application in a uniform way
• Resolution of requests in 24/7 mode – we are able to ensure specialists at any time with a response time of 2 hours
• Optimized level of the administration and support service – we customize the level of administration and support based on your needs and budget

Submission and registration of requests

There are two basic ways of submitting a request – the telephone hotline and the Internet-based helpdesk application. Both are operated 24/7.
The customer provides detailed information about the request, including the category defining its urgency. Our specialists inform the customer of the progress of resolution by means of the helpdesk application.
Thanks to the unified registration, the customer knows the number of new requests, requests being resolved and closed requests. Furthermore, there is the possibility of searching through the history of requests.

Categories of requests

By default, AMI Praha uses basic classification into two categories: critical and non‑critical requests. It is the customer who decides on the category.
Critical requests are usually related to serious problems in the functionality of the operated application or faults with serious consequences in terms of safety or other operational functions.
Other requests with lower urgency are indicated as non‑critical.
We are also able to satisfy customers who require the use of their own classification of requests (more detailed classification, etc.).

Response guarantee

The main indicator of the support level is the guarantee of response time (i.e. the time which elapses from the submission of the request until the moment when the customer is contacted by our specialist). During this time, further details about the fault are ascertained and a schedule for its resolution and any necessary cooperation is arranged. We are able to guarantee a response time of 2 hours at any time and continuous work on the resolution of critical requests.

Level of helpdesk service (SLA)

Levels differ in the basic guaranteed parameters:

• When the support is provided
• What the response times are
• How the resolution of the request is guaranteed

The most frequently demanded services are:

• Support 5x8 – support on working days during working hours, response time 2 working hours, continuous work on resolution of critical requests during working hours.
• Support 24/7 – continuous support, response time 2 hours, continuous work on resolution of critical requests.

We can also satisfy customers who need their own specific support mode.