1. Understand and effectively address customer needs.
2. Create a constructive and optimistic customer experience.
3. Well defined and established, Time-Complexity matrix of escalation.
4. Documented knowledge management to enable constant learning and build-up of case studies, thus, evolving with every customer.
5. Service levels matrix,

I. Level 1 – Basic help-desk resolutions and service desk level delivery.

1. Support basic customer issues; attend to service desk level requests that need IT Support involvement.
2. Lower-level personnel trained to solve already known problems and to fulfill by the script.
3. Escalate to Level 2 if no resolution. 

1. Support by experienced and knowledgeable service technicians, to attend to non-resolvable tickets of Level 1.
2. Support personnel with deep knowledge of the product or service but not necessarily the engineers or programmers who designed or developed the product.
3. If no satisfactory resolution, level 2 escalates to level 3.

I. Level 2 – In-depth technical support.

III. Level 3 – in-field service by service expert.

1. Attended by the highest technical personnel who are well experienced in the service. 

b. Back office and post-sales services via live chat and E-Mail.

c. Capability in handling technical and non-technical support.

d. Remote monitoring services.

e. Database support services.

f. IT Infrastructure support services.

g. Experienced data processing and maintenance services.

h. Network support and contingency support services.

i. All days of the week, 24X7X52 services are provided, with contingency handling experience to avoid black out’s.