Customized Support Services
Maxwell GeoSystems provides a high level of customer support, featuring a tiered service structure that caters to diverse client requirements and project needs.
3-Tiered Service Support Solutions
We offer a three-tiered level of tailored support service solutions to ensure that appropriate coverage and response is provided to each client and project’s requirements. Each package is structured and scaled according to the specific project and particular criteria covering both In-Field and Remote support.
Bronze
Silver
Gold
This comprehensive support includes continuous server management, 24/7 contact, bug resolution, and detailed account reporting. Throughout the initial setup phase, which typically spans 1 to 3 months, Maxwell GeoSystems grants unrestricted access to personnel involved in the project. Additionally, they offer preliminary basic training on the system.
After the conclusion of the setup period, it usually transitions to a newly established arrangement. This will consider all projected ongoing variable expenses (such as SMS, PDF, and storage) as well as any extra matters unrelated to bugs or services formalized within a structured, scaled service.
In-Field Support
Maxwell GeoSystems specialist field staff can attend the site in order to provide system Training, Diagnosis, Site Supervision, and direct on-site Support.
A number of different tiered Service Agreements are available as an alternative to paying on an ad-hoc arrangement.
The following in-field/on-site support can be arranged:
Product Training
Maxwell GeoSystems can provide on-site training at a live project site, at a client’s office, or via a demo site.
Fault Diagnosis
MGS also includes the option for in-field fault diagnosis for any issues arising with its MissionOS system.
Support & Supervision
Each new installation varies depending on scale and significance, and may require specific tailored support & supervision.
Remote Support
Maxwell GeoSystems offers three levels of system support for MissionOS, catering to the individual needs of each client. Each level is specifically custom-tailored towards each project, and different levels of engagement are required.
The following Remote/Off-Site support can be arranged:
System Management
MGS can provide remote System Management to improve, adapt, and optimize system performance.
Remote Support
MGS also includes the option for off-site, remote support for all aspects arising with the MissionOS system.
System Maintenance
MGS offers an option for online remote system maintenance service, which periodically reviews key elements.
Priority Support
Each new installation varies in scale and significance and may require tailored support and supervision.
Support Case System
To enhance the efficiency of handling MissionOS support inquiries and providing improved assistance, we employ a 24/7 customer support case platform. Each support inquiry receives a unique identification ticket number, which allows the Instigator to monitor its progress and view responses through the online system. For added convenience, MGS provides comprehensive records and chronicles of all your support requests.
Ticket inquiries are categorized and queued accordingly with standard response times, acknowledgments, and closures depending on priority and the pre-determined service level.
