As enterprise-wide security platforms become entwined with other business information systems, global organisations’ support requirements become more complex.
Whether your systems reside in the cloud or on-premise, QCIC’s “Follow the Sun” support system provides regional resources in locations appropriate to our clients’ operations. At any time of the day or night, at least one of our international hubs is operational and we are able to provide a 365/24/7 support network to our clients.
We have a substantial pool of technical staff certified in access-control and video-surveillance security platforms. These platforms include Master Level certification, allowing us to bypass triage help desks and affording us direct Level 3 support when required.
Dedicated resources, unimpeded access to our clients’ systems and our application-engineering network ensure that, following our standard support operating process, service cases are raised and reported timeously. At close of business in one hub, any unresolved cases are passed onto the next time-zone team during the overlap period. This handover continues until the case is resolved and the conclusion report is issued.
This service creates a technical escalation path as well as knowledge-sharing that ensure that issues can be prioritised and resolved in a more efficient and timely manner.