Dedicated Single Point Of Contact |
DOWIT values a customer-centric service. Thus, we consider important that in any situation regardless of severity, the customer can have a privileged contact - the SPOC. The SPOC will be available for all contact to be held by the customer and will be the facilitator in the resolution of all requests made. |
Premium response times (SLA < 30 minutes) |
Immediate to 30 response via telephone communication to top priority support requests so that our clients never feel alone when the most urgent challenges strike. |
Full service lifecycle support |
We deliver full service lifecycle support for our clients. Unlike other providers we provide guidance through all the service, from the moment you join us (boarding) till the moment when the contract ends (transfer), we provide the guidance you need to make your provider choices seamless. |
Proactive service management |
Take advantage of an effective and proactive service including recommendations for improvement, security risks, sending SLA compliance reporting, among others. |
Long term version support program (> 10 years) |
DOWIT’s support model is deeply tested and consolidated to give independence from suppliers’ support for longer than a decade and the good news is - the longer you stay independent the more you save. |
Client satisfaction program |
We provide a quality service that is only possible as a result of continuous improvement which is many times triggered by our clients’ inputs. Your feedback is of most importance to us. Your satisfaction is our commitment. |
Full documented support |
Our support is fully documented with all steps described and, whenever needed, a user manual provided. |
Global service coverage |
Our services can reach you virtually anywhere in the globe and beyond if needs be! DOWIT was born a global company to be your support partner whenever your operations are located. Yes, there are challenging locations but if you have communications there we will be with you and if you do not… Well don’t throw the towel just yet and let us think of a way. |
Single support portal |
DOWIT’s support portal is a tool to track all support interactions making sure that you get the agreed service level. Besides the ticketing our support portal is also used as a repository for documentation, applications and patches. |
24/7/365 support |
We got you covered all around the clock. Our mission is to make you satisfied with our service, so whenever you need us, we are available to help you. |
Client customizations support |
Unlike the suppliers support services, we have managed to include support services to your ERP customizations on our standard support fee. Our efficiency is your benefit! |
Impact assessments for all changes |
Avoid operational impacts on the system caused by system configuration changes. We value stability and we will assess all planned system configuration changes for your benefit. |
Configuration support |
Our experienced functional and technical teams do have an extensive knowledge on the applications we support and they are available to clarify any configuration questions you may have to support your business processes on the system. |
Operational support |
Even under normal operation systems are being populated and have to be monitored and maintained to keep running. We proactively monitor your system and advice if we notice some potential issue. Our goal is that your ERP is always up and running. |
Application & fixes repository |
We will keep a repository for application components and corrections that will be available to the client in case of future need. |
Additional localizations supported |
You have operations in a country without supplier’s software localization? Talk to us and we will probably have a solution for you. |
Global tax, legal and regulatory updates |
We monitor all the legal changes in your company’s locations and provide tax, legal and regulatory updates to your system keeping it compliant with the legal requirements of your business. |
Integration Support |
These days most ERP systems do not work alone and isolated from the rest of your IT architecture and many businesses demand integration between applications. DOWIT helps you with the choice of the best solution and guidance for eventual infrastructure changes. |
Performance monitoring and tuning |
The simple use of an ERP system makes its performance gradually decay. We monitor your system and benchmark its key performance indicators to detect any response deterioration to advice you with the steps to bring it back up without additional investments in hardware. |
Security advisory services |
We closely monitor your application’s software generically for known security issues but we also audit your system for specific vulnerabilities. At the end of the day we do not look to security as an issue of your system alone but also through the context where it is installed. |
Installation & Upgrade Process Support |
We provide support to your system updates whenever you need them. We will not do it for you but we can help you with the technical analysis, precedencies or technical requirements to make sure you can execute the upgrade process seamless. |
User interface support |
Usability issues exists on most of the ERP systems but while some are sunk on the application architecture and are not wise to correct there are other that are convincing solved with recommended configurations or DOWIT’s solutions. |