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Product Support

Synergy offers a range of software product support services ranging from reactive advice and guidance to comprehensive proactive and reactive product support. Synergy contributes better business value to the clients by addressing all problem resolutions related to customer’s product. We provide our clients’ customers, support for implementations and customizations of legacy products. We ensure a good business Continuity to our clients by training our efficient resources, as a good support-service underpins the need for an effective restoration of sound product Knowledge within the team.

How we achieve Clients’ Customer Delight at Synergy:

  • The roles and functional capabilities that are well defined within the Product Support Group, so that each team member is aware about client-expectations from them.
  • Every Clients’ customer has a SPOC, who deliver solutions and workarounds to problems, and to provide technical advice and guidance. This ensures a clear accountability by person and smooth continuity of services to each clients’ customer.
  • For every group of SPOC’s, an Account Manager is assigned to oversee, who deliver service management in the form of problem management, reviews and reporting. They also provide proactive support, information and address product and lifecycle service requests.
Some of the typical Support Requests that we log with the Product Support Group, are as follows.
  • Implementation support
  • Problems for workarounds and solutions.
  • Service Requests for technical advice and guidance.