Page 6 - Omnico Cloud Brochure

SERVICES CATALOGUE
CLOUD SERVICES
Support Services
Omnico provides incident and support service to deliver technical help and knowledge via its dedicated team. The support is available to customers globally.
As part of each package, and as standard for each customer, Omnico provides omniRun – a tool which can be used by the customer support teams to run further diagnostics of end user touch points (such as fixed point POS tills, kiosks, etc) without impacting the end user themselves. Diagnostics can be run on mass, across as many touch points as required, to determine the scale of any issues.
Level 1
Customer Service Desk – provided by the customer
Level 2 Support Team (Incident Management)
The Incident Management Team are the first point of escalation for the Customer Service Desk on any Omnico application issue. They provide guidance and instructions to help diagnose and resolve incidents, but to also take
a more in-depth investigation where more expertise and experience may be required. The team provides initial resolution wherever possible, or where no resolution can be found, escalate to Level 3 (Problem Management).
Level 4 Defect Team
Defects are application design flaws or malfunctions and will be corrected and resolved by the Level 4 development team. They provide fixes, temporary workarounds or permanent resolution to specific defects, together with appropriate instructions to support the Level 3 team.
Major Incident Management
Major incident management is provided by Level 2 and Level 3, depending on the levels of service the customer has purchased. A major incident owner, communication owner and technical owner are assigned to coordinate the overall incident and its resolution, with further escalation within Omnico provided as required.
The basic Level 1 Service Desk is provided by the customer whose responsibility is to ensure detailed information is gathered from end users in order to help correctly diagnose the issues. The Customer Service Design is expected to receive queries or training questions, review incidents and service requests and ensure they are categorized correctly as defined by Omnico’s standard service level definitions and provide initial resolution wherever possible.
Where additional support is required, incidents are escalated to the relevant Omnico support and service team.
Level 3 Support Team (Problem Management)
This team provides guidance and instructions to the Incident Management Team to help diagnose and resolve incidents where more expertise and experience is required. The main function of the Problem Management Team is to perform route case analysis on issues and provide long-term resolution to repetitive issues.
Service Request Fulfilment
Service requests can be raised by the customers’ own IT teams, rather than end users and will be logged via the Omnico customer portal.
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