Wallstreet Interactive provides hardware selection, site survey and installation services, as well as after sales technical support. We are committed to best service practices and deliver outstanding client support to all our installations.
We also understand the importance of listening to our customer requirements and addressing them with the appropriate resource allocation, technical expertise, robust solutions and support service management systems.
We include standard 9am -6pm support structures, and also out of hours options 7am to 7pm, or, 24/7 when additional support cover is required by our clients. Our Asset management software enables efficient incident to resolution cycle times.
A detailed technical resource selection and training program ensures that all maintenance service engineers are trained and well equipped and familiar with the specialist hardware (for example kiosks and Loyalty terminals) they are supporting.
Our technical service provision is supported by a clearly defined SLA (Service Level Agreements) consisting of both response and resolve measures.
Aside from emergency call out responses, Wallstreet Interactive encourages regular preventative maintenance measures on specialist kiosk equipment to ensure up-time and reliability of hardware to maintain continuity of service to your customers.
Our Support agreements include:
|Service Level Management||Clearly Defined and measured to ensure that consistent service provision is included in the SLA|
|Supporting Documentation||Supporting Service & Operational level agreements, and third party supplier contracts are in place|
|Incident Management||A clear and defined process for approaching and resolving reported service issues and incidents|
|Request Fulfillment||A clear and defined process for dealing with non-critical service and technical requests|
|Problem Management||A preventative measure to proactively identify and manage repeat incidents and known failures|
|Knowledge Management||Effective technical knowledge sharing for reactive and preventative service|
|Monitoring and Control||Using Wallstreet Interactive remote monitoring and lock-down software to monitor and manage instillations and service conditions|
|Capacity Management||Analysis and appropriate resourcing to provide ample application connectivity management|