Communicate and resolve issues faster
Onsite/Offshore Support Offering
- It is mixed type of onsite and offshore cooperation.
- The work is distributed between onsite and offshore teams.
- SDM is available to coordinate between onsite and offshore team.
Offshore Support Offering
- Consultants work from DxSherpa location.
- Client is able to communicate with offshore team through Skype, Phone, Video Calls, etc.
- SDM is available to manage all activities that influence the project and thus, the communication to offshore team.
Choose your right support model
Resource Based Model
- Frequent new enhancements.
- Require a dedicated support team, that means they’re there for you and they know your business, support history and your staff inside out.
- Clarity is available what type of talent is required for tasks, ex. junior engineer, senior engineer, SME, etc
Support Automation Model
- Require self-service for end-users to resolve their own problems that reduces demand on the tech support/help desk team.
- Frees your staff to focus on other key business activities
- Automation is the business focus.
- Company needs to provide complete 24x7x365 operations support.
Ticket Based Model
- No clarity on tickets complexity
- Company has a small group of people with a select skill set that is expected to support multiple technologies.
- Require fixed-fee based services on defined scope and agreed norms.
- Doesn’t have appropriate skilled personas to handle ServiceNow tickets.
