Technical Support

Technical issues require technical expertise both in software and hardware, and a commitment to be available round the clock. Providing offshore Technical Support certainly requires a great deal of teamwork and utmost professionalism

We providing offshore Technical Support implies dealing with each individual query with equal attention and patience, formulating the best solution and putting it across to the client in need. We understand that there exist various levels of live technical support services, to suit all business models. Thus, our service crew follows industry-recognized processes to ensure structured and smoothly operating solutions.

IDS has made a significant impact on the Managed Services industry by being the first successful provider to offer both a Remote Monitoring and Management platform with bundled NOC Services. Our unique blend of business enablement services are comprised of a IDS hosted tool set for Remote Monitoring and Management (RMM), a 24×7 Network Operations Center (NOC) and dedicated account management teams to help you grow your business.

IDS’s Backup Disaster Recovery appliance provides real-time onsite data protection as well as offsite data continuity via cloud storage, while nightly self testing proves backups are successful. MSPs remotely manage IDS Backup Disaster Recovery through an easy-to-use, web-based portal with an RMM (Remote Monitoring Management) agent for alerting and scripting.

We Differentiate Ourselves By Following

  • No Downtime – Guaranteed 24×7 operations
  • 100 percent link redundancy including Last mile local loop
  • 10 Mbps Bandwidth with VPN – Easily scalable
  • Facility wide and inter facility level BCM
  • Data security audit process; ISO 27001 company; 100% data back up
  • Own US based secured, dedicated FTP, email and web server
  • Client confidentiality – NDA; firewalls at gateway/ remote server
  • Identify KRA in joint review with client
  • Process based, data intensive approach based on DMAIC
  • Well-documented SOP’s for maintaining project quality
  • Repeatable, documented and defensible processes

Technical Support Features

  • Expedites resolution process by context sensitive knowledge help
  • Automated Workflow / Escalations / Approvals
  • Ensures timely tickets & call response and resolution in compliance with service level commitments
  • Reporting – standard & customized
  • Alerts
  • Feedback Surveys
  • Manager Screens / Dashboards
  • Advanced Reporting

Client Remarks

We are so pleased that you and your team are our partners in digitizing SAE’s papers and books. The effectiveness of the process and the output provided as well as your communication are exceptional!

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