Novacura Support
We offer a wide range of helpdesk services for IFS Applications and Novacura’s own products. The range encompasses everything from reception and routing of issues to 1st and 2nd line support and all manner of expert consultancy. This is where you can get assistance with questions and problems as well as any improvements required.
There are numerous benefits with the Novacura support:
Guaranteed period of uptime for each customer
Agreements tailored to suit your business
Agreements tailored to suit support needs, big or small
Rapid response time
Swedish and English-speaking personnel
Scope for reporting issues around the clock
Multiple reporting channels, including support-web, e-mail and telephone
Option to replace unused hours with continuous services
Our agreements
Novacura offer a variety of agreements tailored to suit the support needs of your business. Irrespective of whether a customer requires daily support, demanding a rapid response and swift investigation, or assistance now and then with more complex support issues, we can put together a suitable package.
Our support agreements are composed from a basic package and various building blocks that reflect preferred response time and desired number of support hours (for a period of up to one year). The basic package is included in all agreements, while the building blocks are chosen by the customer according to their business needs.
Reconciliation of work hours and monitoring is performed against the agreement monthly.
Time bank
Time bank volume reflects the required number of hours of guaranteed support. The more hours the lower the hourly rate. Hours in excess of the agreed amount are invoiced at the agreed hourly rate on an ongoing basis, in connection with the monthly charge. Unused hours cannot be carried forward to the next period.
Basic package
All helpdesk agreements include our basic package. The basic package provides support access by telephone, e-mail or reporting an issue via an online interface. Office hours for the personal telephone service are 08:00-17:00 (closed for lunch 12:00-13:00).
Our customers have free access to our issue management system JIRA, which displays all issues and provides a facility for producing statistics and overviews. Access to our issue management system for your own projects is also included.
The basic package also includes project management on the part of Novacura in respect to monitoring, prioritization of issues, production of statistics and necessary administration in JIRA.
To design a unique agreement, we add two ‘building blocks’ –Time Bank and SLA for response times – to our basic package according to the customers’ needs.
Solutions for your industry
Manufacturing Logistics Industry
Imagine a warehouse where the reality is in sync with your systems, where all unnecessary work is eliminated, where there is no paperwork and everything is mobile, and where everything going out is 100% accurate. We can help you to use your creativity to design and realise the warehouse processes exactly as you want them.
