The POP Company offers three levels of support to ensure any issues your users may experience or questions they may have are swiftly addressed, professionally solved and documented.
First-level support
Users can connect with our Helpdesk for fast and effective support. The helpdesk is staffed by User Support Specialists trained to troubleshoot problems and answer the typical "How to" questions. Users can also access our online support centre for user guides and quick answers to frequently asked questions.
Second-level support
Questions that can't be answered by the Helpdesk are taken care of by our Application Services Specialists. They possess in-depth technical knowledge of all our tools.
These Specialists will typically tackle issues by discussing them in more detail with your user and by conducting one or more experiments to isolate the source of the issue. The main focus is on providing advice, application configuration support, testing and troubleshooting infrastructure issues.
Third-level support
Issues that are considered to be solvable but are beyond the capabilities of our Application Services Specialists are taken care of by our Application Factory where Developers, who obviously possess the most intimate knowledge of all our applications, will deal with those issues that require application development.
Wherever possible, the contacted Application Services Specialist will work closely with the Developers. Once the problem is resolved, the Developer provides a detailed description of the investigation, including the steps that led to the solution and then the issue is “closed”. The document containing the detailed issue description and solution is then placed in our Helpdesk Library, where it can be referenced by the User Support Specialists to address similar problems.
