The Service Desk is an important element of the Partnership between Maginus and our customers. We understand that our solutions are at the heart of our customers’ business. When there’s an issue they need a single point of contact and the confidence that their issues will be dealt with promptly and professionally.
Our trained professionals have many years’ market specific experience which means they understand any underlying business issue so they can suggest the best resolution for that issue - they don’t just focus on the software.
With multiple support packages to choose from Maginus customers select the level of support that best fits their own business needs.
Transition from Implementation to Ongoing Support
To ensure a smooth transition from implementation to on-going support, Service Desk staff are involved in the final stages of the implementation process so they fully understand the solution and have the opportunity to meet and build a relationship with the customer. Equally, when the solution is live the Implementation Project Team will continue to be involved in issue resolution to ensure the smooth transfer of knowledge continues.
Multiple Access Points
For the majority of Maginus customers, the start of their support experience is the Maginus Support Portal. This is where registered users can log new incidents and track the progress of existing incidents 24x7. But, the Service Desk also handles issues by telephone, email and the automated monitoring systems we use on all our customer servers.
Support isn’t just about responding to customer issues, it’s important to be proactive and identify potential issues before they cause our customers a problem. That’s why we offer a range of automated monitoring services which typically measures around 20 metrics but can handle up to 80. A simple display allows Maginus Support staff to quickly identify potential issues which can often be resolved before they actually cause a problem. This is a service that can be modified to specific customer requirements, so the number of measures will be discussed with the customer, the thresholds agreed, reporting requirements etc.