T o reinforce our processes, we also believe in transparent, automatic reporting on our services. Monthly or quarterly meetings with a service delivery manager to discuss the previous period’s incidents, what has been resolved, any outstanding issues, identify and manage any service improvements, and any next steps. As an additional part of our support process, we provide service credits if we fail to hit our stringent support targets: a credit of up to 16% of the monthly support and maintenance cost. We don’t cherry pick our best results; our SLAs are embedded within our Remedyforce Service Desk system which can be used to automatically assess our performance in real-time.
The difference between the service offered by third-party support and Oracle/SAP is stark, especially when you consider that the vendors’ support only applies to their most recent products. Weekly support call with the support team to go through open tickets and next steps. The Remedyforce system includes a service management dashboard that customers can access at any time to get a clear understanding of our performance on any incident. What if there’s a problem? Real service level management is about more than what you promise. Their blanket approach to giving you the support you need is to keep upgrading your software. It’s also about what you do if the established expectations aren’t met.
Meanwhile, third-party support can provide more services, plus an enhanced, dedicated level of service, for at least 50% of the cost of your previous bill, without having to upgrade your software at all. We provide more than just self-service reporting as part of our aftercare service. Our customers also receive: While Oracle and SAP provide little to no recompense for missing their SLAs (it’s difficult to declare where they missed targets if there were no targets to begin with), we stand by the targets we make, and our promise to you to fulfil them.
Monthly or quarterly meetings with a dedicated account manager to discuss the overall satisfaction and health of the account, and any actions needed to maintain or improve it. Third-party support is an effective way of getting something more for less. There is no catch.