Overview |
Mindmill provides Support and Help Desk Services. There are several aspects of Support and Help Desk Services. These include:
The details of these are specified in the following sections. |
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Support Software |
Our world class support software allows the end user to enter the issue directly from his console / software. The user can enter details such as description, priority, attach multiple files as attachments and several other fields to his issue. The support software is accessed at the central support site by Issue Analysts, Actual Support Personnel, Developers and Testers who work on the issue and update the status of the issue on the system directly. The issue creator can view the status directly on the system as soon as it has been entered by the central support group. The architecture of the Support Software is given below:
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Support Process Explanation |
HiringOur highly experienced hiring team ensures that we hire just the right people to take care of your needs. The hiring is based on the following criteria:
Support TimingsMindmill provides 24 x 7 x 365 support to all its Product Clients who have purchased Support and AMC. Support Group Attendance and Stand-In ProcessSome clients want an X number of support staff to be present each day. If some staff member is absent they want a stand-in for the person. We take attendance and manage the leave process for people on the job. This ensures that the seat is always occupied. Workers are rotated in various job positions to ensure that all workers are trained in various jobs, Support Organization HierarchyMindmill has a detailed Organization Hierarchy for support. This is explained below:
Onsite Support SpecialistsThis team is used primarily immediately post the migration phase for the following activities:
This service is made available only till the client goes live with the software. Support Request InitiationThe customer initiates the support call by one of the following modes:
Support SolutionAs soon as an issue is received by the support team, the supervisor categorizes the issue and based on the issue assigns it to the various groups under him. At this point the approximate time required to complete the issue is identified. Because of the varied nature of issues, the time required to complete the issue will change from one issue to another. Support Solution Completion IntimationAfter the issue is completed the client is intimated that the issue is complete and installed on their system by an email. |
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Escalation Matrix |
Mindmill’s support has several levels of escalation. These are given in the table below: For Data / Training / Wrong Entry Repair Issues
For Application Bugs and New Requirements
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Next Steps |
The next few steps are:
Make your organization start saving large amounts of money and get real customer and employee delight today besides feeling the bliss of working in a well organized structured single software and single server environment. |
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About Mindmill |
Mindmill Software Limited, Noida, India is a leading player in the field of banking, field staff software and eCommerce software, solutions and technology. Mindmill was established in 1993. It has over 300 full time employees and clients in 19 different countries. It provides software solutions and support to clients all across the world directly or via its local authorized partners. It has products in the BFSI domain and BankMiIlTM, TrackSquad and GYBO as its flagship products. It is an ISO 9001:2008 company and was SEI CMMi Level 5 Certified in 2010. It was selected as one of the 4 vendors to supply CBS solutions in a cloud format to over 1700 Urban Cooperative Banks by Nafcub. Its solutions in the banking domain include such solutions as CBS and Payment Switch with gateway to RTGS, NEFT, SWIFT, ECS, ATM, Pull/Push SMS and provide these services using corresponding channels such as Branch Banking, Host to Host, ATM, Cell Phones, Internet Banking, IVR, Hand Held Devices and integration with CBS, ERP(Core Accounting/HR & Payroll/Inventory management etc.) using a myriad of parameters, displays, dashboards, with secure access using roles and rights. All of this is available in the form of a CLOUD offering through a network of our servers as well as a customer server deployed solution. Backend services such as call centers, card management and issuance services are provided to compliment the solutions mentioned above. |
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Contact |
This email address is being protected from spambots. You need JavaScript enabled to view it. Business Development Mindmill Software Limited Mindmill Corporate Tower 24A Film City, Noida, UP 201 401, India Tel: +91 120 414 2000 URL: www.mindmill.com |