Technical Support

Technical Support

We at Rubicom know that every software sooner or later needs technical support as technology evolves. As we people in this field say, “What is relevant today is obsolete tomorrow and replaced by the new of the day”. Along the same lines, the requirements and needs of users are increasing, and this leads to the need to update and upgrade existing systems. Moreover, for every provided service our technical support team at Rubicom makes sure all of your questions are answered and all issues resolved.

What is Technical Support?

Technical support is a form of customer communication that companies, that provide products or services, use to help the users not only get the most out of their products but also provide help regarding specific problems.
Typically, technical support is conducted through knowledge bases, live chat, email, or phone. It aims to solve technical problems like issues with installation, login errors, and other technical difficulties that can have a negative impact on the user experience and the system overall.
Our goal here at Rubicom is to provide solutions to users when they face an issue with a product or service that they have acquired.
Additionally, technical support infrastructure in companies is often divided into tiers or levels with the purpose to better serve the customer or business base. The number of tiers within the organization can vary depending on the needs of the company and its users. Some companies can even combine tiers and mix and match to be able to provide the best possible service in the most efficient possible manner.

Levels (Tiers) of Technical Support

Tier 0

This tier refers to self-help through the form of chatbots, digital virtual assistants, or FAQ sections that allow the user to resolve any issues they might have on their own.

Tier 1

Tier 1 deals with the most basic problems that a user might encounter. This includes solving usage problems and fulfilling service desk requests that need IT involvement. Usually, if the problem is not resolved it is moved to a higher tier.

Tier 2

Tier 2 provides more in-depth technical support than Tier 1 about the issues that have been processed from Tier 1. Usually, in Tier 2 the support personnel have a deeper knowledge of the product or service but they are not necessarily the programmers who designed the product.

Tier 3

If the issue hasn’t been resolved by Tier 2 then the specialists provide expert product and service support in order to resolve the problem. Duplication of the issue is usually a method of defining the root causes of the problem. The technical support in this tier usually is conducted by specialists who are highly skilled and might include developers who took part in the creation of the service or product

Tier 4

This level universally is not used, however, it is often a representation of an escalation point beyond the organization. This includes problems and issues that are not directly related to a product or service by the company. Tier 4 are hardware or software vendors and business partners who provide outside support for problems that are outside of the scope of the company.

What we offer

Our technical support services are divided into 2 parts. The first one is the support and technical maintenance of a given business. Furthermore, the second one is the technical support of our provided services, for which we offer maintenance and update on your software if needed. To take advantage of this service we offer long-term contracts with the possibility of renewal.
Technical support generates a competitive edge by helping you execute critical business processes quickly and efficiently. Moreover, it can help you make crucial business decisions that can maximize profitability. Furthermore, it resolves technical issues that can affect a company’s business processes. Our technical support at Rubicom monitors and maintains your servers, created by us or already existing web sites, mobile applications, custom software, blockchain, CRM, ERP, BI, and BPM systems. It provides the technical expertise needed to keep your systems running smoothly and supplies the know-how to tailor your system to your specific needs. We provide boosted efficiency and productivity. At Rubicom we ensure your company’s technology is enabling the company to stay productive and thus maximize its benefits. Some of them are- cost-saving, improved productivity, improved product quality, customer satisfaction.

© 2020 Rubicom. All Rights Reserved