Speck customer relation management is hinged on its backbone of support services. With an objective to resolve customer issues with minimal turnaround, Speck adopts a three-level escalation process, based on the severity of the case during the entire phases of the project cycle and subsequently under defined SLAs.
Customers are encouraged to address their concerns, complaints and inputs directly to our team, through mail / call or through the support website provided to them. The requirements are forwarded to concerned department / application team for further action. The respective trouble shooting teams analyze & assess the criticality and approximate time required to close that token.
The escalation process is as under :
- Level 1 :
The resolution shall be carried out by expert team through mail or over phone to the customer so that the identified glitches are resolved for smooth functioning of the services provided.
- Level 2 :
In case at the Level 1 the resolution has not happened, we provide the solution by remote access support mechanism with client.
- Level 3 :
Finally if the issue does not get resolved or is critical and need intervention urgently, an engineer shall be deputed to customer place to resolve the issue personally.