COTS Support (Common off the Shelf Software Support)

Often customers have a strong local help desk team capable of providing significant value on proprietary application support and services. These resources are often best applied to those internal applications that are not always easy to out-task. In addition, often customer internal teams are less skilled on ‘how-to’ issues with mail products, office productivity and automation products (Notes, Word, Excel, Visio, Exchange etc.). Users will then rely on peer support to address these incidents.

Our COTS support offering supplements and complements the internal skills without compounding costs. The offerig ensures end users needs are met and key internal IT resources are not distracted from their core functions.

Additional and typical structures include:

• 25-50% of all customer calls call into our Help Desk
• Either as an option in the IVR, or we are the 2nd level subject matter experts on Excel, Word etc.
• We commit to x% solved at Tier 1 by incident and subtype, i.e. 70% of software problems
• If we can’t solve it, we’ll assign it back to the customer for a site visit
• offer is not geared to drive down operating costs, although we provide this ‘extended’ support offering on a more competitive basis than the internal desk doing it
• Typically supplements internal helpdesk