etEngine ERP Software for Manufacturing, Automotive, Engineering, Foundry, eBusiness, B2B, eServices, eSCM, eCRM, Bangalore, India

etEngine-ERP- why for Manufacturing & Foundry Industry ?

etEngine-ERP support team provides 24/7 support based on the customer contract. etEngine-Support team has implemented CRM tool for tracking incoming support calls for faster and better resolution of customer complaint and satisfaction.

Support Classification

FAQ Database
Online Training
Online Support/ Correction
New product update relevant to Industry

Support calls are classified as below for faster and better customer delight:

Support Classification	Type of Issue	Time to Resolve	Remarks
L1	Show Stopping critical transaction of out going documents Stopping Critical out- going documents	3-24 hrs	Resolving time will be notified by email
L2	Module level runtime bug/report level data validation Database column size changes New patch update New report update	5-8hrs
L3	User end clarification on work flow User end data entry correction	5hrs
L4	User end training	Will be planning with mutual agreement of date and time
L5	Changes request in exciting report adding new field & changes in exciting report	Impact and change request will be signed off from customer and if any commercial impact, will be confirmed by email