App Support
At Voco, we believe that successful support services begin with a deep understanding of your unique business landscape
How we help you unleash value
Act
We proactively drive service delivery, provide service performance reporting and meet with you to review service performance and address any issues or concerns.
React
We add or remove users on request and resolve incidents logged. Our skilled support team provides timely responses, troubleshoots problems, and guides users through challenges.
Inspect & Correct
We undertake Wave Release planning, testing and remediation to inspect the Wave Release and minimise the risk of any release issues. UAT and Production testing are executed by the business.
Perfect
We actively seek opportunities for improvement though our User Adoption assessments. We work with you to continuously improve through feature enhancements, and value-add products and services.
Our comprehensive support assessment starts laying the foundation for seamless service transition.
General Manager - Delivery Services
Support Service Offering
Business hours support
Optional: 24x7 support
Marketplace - value add services and products
Dedicated Service Delivery Manager
Monthly SLA reporting
Monthly service performance meetings
Highly skilled support team
Prioritised incident management and resolution
User maintenance
Monthly Wave release analysis and testing
Service and enhancement requests
Bi-Annual user adoption assessments
When we partner with a new customer, our approach is thorough and holistic. We begin by gathering essential details such as contact information, tenant configurations, environments, and existing processes for access, documentation, and collaboration. But we don't stop there.
Our team conducts a detailed Solution Review, assessing the current state of your architecture, solution components, and customisations. We delve into common support requirements, identifying potential pain points, risks, and challenges that could impact the efficiency and effectiveness of your operations.
This in-depth review allows us to offer informed recommendations and propose actionable next steps, ensuring that your support services are not only reactive but also proactive. By addressing potential issues before they escalate, we help to mitigate risks and optimise your solution's performance.
The result is a seamless transition into our support services, with a clear roadmap for continued success. With Voco by your side, you can trust that your business applications will be supported by a team that understands your specific needs and is committed to helping you achieve your goals.
Comprehensive support assessment