- The objective is to offer second-level support to the Administrator and one (1) key user.
- The key user or Administrator at the client's site centralizes and pre-evaluates internal support demands before opening a ticket with MLPro.
- If they can handle the demand themselves, it will not be necessary to open a ticket. If not, they will open a ticket with MLPro for the issue and will be instructed on how to proceed with the open item. This structure in ticket handling allows for knowledge transfer to the client.
- The ticket is opened in a simple and fast way on the project site itself.
- Our team of specialists will handle the service, follow-up, and closing of the ticket.
- SLA Reports: After work begins, MLPro will send a monthly Service Level Agreement (SLA) control report by email, allowing the client to track the service time for each ticket.