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Sequor Support

Sequor Support

Service Level Agreement

In order to evolve the partnership with companies that adopt Sequor's solutions, we provide four levels of post-implementation support and support , ensuring thus not only that the solutions are properly used according to good practices, but also that they can be fully explored. In this way, through the support of professionals from Sequor, we are able to assist users, explore new features and promote adaptations to solutions according to the needs presented by each company. For Sequor, the manufacturing floor is a living organism in constant change, which emphasizes and makes essential this support and the constant adaptability of solutions.

Support levels:

SLA 1: support and maintenance via helpdesk

SLA 2: support and maintenance via remote access

SLA 3: support and maintenance with on-site visits

SLA 4: support, maintenance and improvements on site

Always up-to-date features

Benefits

Sequor’s Support Agreement has proven to be an excellent solution for keeping the partnership active over time. Sequor is constantly developing new solutions and features , and this contact with our professionals through the contract allows the partner to have such information in first hand . Transparency and excellent service are essential to achieve our goals. Not only meeting, but also exceeding of the partners that adopt our solutions. These results are confirmed periodically with our satisfaction survey , which demonstrates the high level of satisfaction in our services. All of this is the guarantee of a high level of service and, consequently, a series of benefits to partners, such as:

  • Availability of service
  • Commitment to times and deadlines
  • Quality of the service
  • Service structure

FOCAL POINT

Process

Thinking about the continuity of the installed systems, Sequor has a defined service process with each service performed, generating a identifier . This will be the number that identifies the service until it closes. Service is always accompanied by a Focal Point defined at the beginning of the contract. When the support is closed, a report is generated containing the description of activities and the total time used, with evidence. Governance and Compliance are basic characteristics of this sector.

Defined Processes

Activities

The speed in the response and the availability to perform the service are prioritized according to the established contract. A process defined with activities that have been established in the contract, which establish clarity for a relationship of trust. Among the sector's activities are:

  • Management of Configuration
  • Managing the Repository
  • Knowledge Management
  • Identification of the Criticality Level
  • Analysis of Coding
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