Global Customer Support

iSmart Global Customer Support provides a comprehensive range of services that enable you to continually improve core business processes employing our ERP solutions.Customer Support delivers the assistance you need to optimize the performance of your software and manage your business processes more effectively. You can adapt existing solutions to changing market and business requirements, and take advantage of the new innovations that will make your business more successful.

We help you reduce the software downtime, hence reaping maximum benefit from the software.

There are two levels of support offered:
 

1. AMC (Annual Maintenance Contract)


Support is rendered to a customer who is under the Contract for all kinds of issues pertaining to the software solution offered.

iSmart has a dedicated post-implementation Support Department on perpetual call to deal with any eventuality to all our esteemed clients across the globe.

Support is provided to all users of HARVEST Systems. All support calls will be acknowledged within 8 Hours on working days with a call number and an approximate date for providing the solution. iSmart will make efforts to provide an early solution depending on the urgency and complexity of the problem and will then be sent to the customer. The User can utilize the advance technical assistance center at Cochin, India to have their support queries answered efficiently and solve their problems quickly. This facility can be accessed via fax, e-mail or online chat. If the User's problem requires a bug fix, iSmart will extend the same, with the help of a vast library of bug fixes maintained. This will normally be done within not more than five (5) working days.

To ensure effective and efficient communication, the User will be assigned a single point of contact at iSmart's Help Desk. An engineer who has expertise in solving the problem reported by the User will coordinate the User's technical support requirements.
   

2. ASMC (Application Software Maintenance Contract)


Support involves iSmart personnel stationed at the site, maintaining all IT related requirements of the client along with the normal AMC deliverables. Even periodical MIS reporting to the client Management is also covered under this contract