Clients

Onsite and Field Support Response

Support Delivery Overview

 

  • Service Strategy;

    • World Class Project/Process management

    • In-house multi-skilled staff provide backup Tech support to Field Engineers

    • PMI, ITIL certified, and ITSM trained staff

    • Dedicated Quality Assurance Staff

    • Working on ISO 20000 & 27000 certification

  • Support Capability;

    • 24/7/365 support desk

    • Service desk Support Software

    • Telephone/Email/Onsite and Engineer Implant Support

    • Multi-lingual Dispatch Desk

Onsite Field Support

Some customers may require on-site services, or have on-site warranty coverage.  If you're not sure, please call or email us (below) and we can help determine if your particular product is covered by an on-site warranty.  Should you elect to have services rendered on-site, instead of dropping the product off at our offices, we can provide service on-site as well.  Our field service rates are a bit higher than our shop rates, due to the travel costs, and while we are happy to provide service at your location, it is recommended that services be performed in our shop, since field visits often result in multiple billable service charges - ie: an initial diagnostic visit, and then a return visit to perform the repairs.

In-premise support

This is the most cost-effective, and quickest turnaround solution for our customers, and enables us to solve customer problems as quickly as possible because we have all of our support resources on hand and readily available.  If you are able to bring your equipment to our offices, it is always preferable to field-based services.  Our offices are conveniently located in North Fresno (click here for directions)

 

Support Coverage Locations

WorkSet employs a combination of resources to provide support services to its Clients across the Globe.  These include its own employees, freelancers, and other support service companies.  WorkSet ensures all our external resources take our Client data confidentiality as sacrocant.  They operate based on ISO standards as well as compliant with all the laws of the country they operate.

 

Depending on locations, we provide our clients with the following type of SLAs;

in-house implant support

24x7 round the clock with 2hr+ response

Same day, Next Business Day support

 

WorkSet provides coverage across major cities in these locations;

  • 100 % coverage of Europe Union countries

  • 90% Other European countries

  • 80% Middle East countries

  • 90% African countries

  • 60% Asian countires including Australia and New Zealand

  • Americas; USA, Canada, Brazil, Mexico

 

Call us for Country details specific SLA coverage capabilities

Multiple Products and Technologies Support

WorkSet employs a highly motivated multi.skilled certified support Engineers. Our Engineers gives us the flexibility to provide our customers a wide-range of coverage.  These include;

IT Infrastructure; Sturcture Cabling, LAN, Wireles Networks, Campus LANS

Data Center, Enterprise Network, Security, Compute, Storage

Business Applications; ERP, Collaboration, Unified Communication

OEMs specific products; Microsoft, Oracle, SAP, Cisco,HP, Dell, Vodafone

World Class Processes

WorkSet Support Services goal is to always surpass the standards set by ISO 20000 and ITIL.  We therefore invest considerably in the training of our staff and in service improvement.

Highlights;

  • WorkSet operates its own 24x7 NOC and Dispatch system. 

  • Multi-lingual Dispatch Staff,

  • ITIL Processes

  • ISO 20000, ISO 27001 standards

  • Intelligent reporting,

  • Service improvmenet

  • Value add analytics

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Why Us?

 

WorkSet is contantly investing to maintain it s worldclass support service business.  WorkSet provides in-house and on-site service for Enterprise Applications, Network Systems, Servers, Storage, Personal Computers, Printers, Mobile devices in over 200 countries Worldwide.

We offer quality service, delivered by friendly, professional staff, and quick turn-around times to keep your business up and running. We can also provide support contracts to give you peace of mind knowing that if you ever encounter a problem, help is just a phone call away.  WorkSet offers our customers the kind of full-service solution that we would want if we were a customer that we have made, and continue to make the investments in training and certification to maintain our warranty service provider status with several of our largest partners.

Call

T: +49 7621 – 579 7440 

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