Customer support is something that we take extremely seriously, we put equal emphasis on the support phase as of development. In fact Ideation has a well-defined and mature support management process which allows effective capture, reporting, tracking and resolution of Issues. The process is defined to be flexible to fit the customer needs which varies from customer to customer. Our process is monitored by our strong QA team and governed by service Level Agreement(SLA).
Our global delivery capability empowers us to provide support across the time zones, in fact we are capable of providing 24x7 support to our customer irrespective of their geographical location. Our support service includes the capability of remote support which is increasing becoming the most effective way of problem resolution. Ideation values the relationship with our customers and always allocate a dedicated customer service manager for each customer or project who normally is responsible for conflict resolution and is responsible to monitor that the escalation procedure is in good shape.
We currently provide support to corporate companies across the time zone with as little as 15 minutes response time for Critical Level errors. Ideation is totally confident that we will provide a world class service with a commitment to cost savings.