Robosol Support

Robosol offers a dedicated and comprehensive Support service for its customers. Backed by our technically skilled and highly experienced consultants, we ensure that all support issues, however large or small, are resolved quickly and efficiently. We take pride in the performance of our support team and we are constantly striving to improve our already superlative support and customer service.

Our integrated support systems allow us to track and record information and statistics in real-time. This in turn, gives us the ability to review, prioritize and resolve outstanding queries and issues in a timely manner. Regular, extensive call analysis allows us to identify and respond to potential knowledge gaps, system and user generated errors, hardware and software conflicts and upcoming challenges that may arise in the short and long term future.

Support Levels

Support Levels

Support Features

UK Business Hours support 9AM to 5PM by Phone, Email or Support Portal
Portal to log and monitor support calls
Daily / Weekly Summarised Call Reports for IT Department
End to end ERP, SharePoint & .Net support services using a common resource pool
High level of flexibility and scalability of services
ERP Backup, Optimisation and Fixes Installation Services
One-stop-shop for Application support, maintenance and Infrastructure Management

Enhanced Support Options

If your requirements extend beyond the standard terms of support, Robosol will work with you to construct a custom service level agreement specifically for your organization, subject to availability and agreement. Enhanced Support includes but is not limited to:

  • Extended Support hours:
  • Phone Based Training:

A manned helpdesk that will log calls and emails in a specified timeframe outside of the standard helpdesk hours and assist in identifying and responding those calls immediately where possible.

Where staff receive extended walkthroughs and assistance for selected functions and procedures.

On-Site Consultations

Where one of our trained professionals travels to the physical location of your organization to resolve either a new or ongoing issue.