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RBC Group is a partner of
QlikTech,
Infor,
Oracle,
IBM, and
A-Group to support the following software products:
QlikView,
Infor ERP LN,
Infor FMS Sun Systems,
Oracle JD Edwards EnterpriseOne,
IBM Cognos,
HRB and others. Technical support center provides "first line" support service in more than 5 languages and covers 4 time zones.
Customers' requests and responses are carried out through the service system, and for urgent cases - we provide the hotline.
Standard package of technical support services include:
- Provision of new versions, releases, service packs, security patches and software updates, and extensions of documentation provided by software suppliers;
- provision of localization updates issued by RBC Group;
- placing requests into RBC Group service system;
- placing requests into global support centers of software developers;
- consultation via RBC Group hotline;
- access to the user resources of software developers;
- providing with information materials from RBC Group and software vendors;
- opportunity to participate in activities and events conducted by the vendors and RBC Group;
- providing with activation/serialization/validation keys and assistance in their usage.
RBC Group also provides Premium class package of services and technical support, which includes the following:
- Dedicated Account Manager (DAM) that keeps all the business with customer and is ready to help in resolving any issues, from tips on how to receive support to assisting on resolving software issues with software supplier;
- Dedicated Technical Consultant (DTC) that has a deep understanding of specific software configuration of the customer. With the help of DTC it is possible to significantly accelerate the processes of identifying the problem and solving it;
- emergency assistance in resolving system failures through remote access to the customer’s site;
- on-site support - if a critical failure can not be resolved remotely, RBC Group company at its discretion and after consultation with the customer may send DTC directly to the customer's site to participate in fault isolating and solving;
- annual system audit, performed by a qualified expert, which allows company management to obtain an objective assessment of the effectiveness of software using in the company at the moment and identify potential threats to information systems and opportunities for improving efficiency.
RBC Group also offers outsourcing services , i.e. transferring part of your company's IT tasks to our company.
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