The purpose of the user support service is to advise users on IT and information system usage issues and to resolve malfunctions that occur in maintained IT equipment. When providing support, emphasis is placed on the reliability of the IT infrastructure, prevention of IT problems, user consultation, timely and rapid problem resolution, advice on opportunities to improve information systems, and operational stability.
Primend offers two user support options: the Standard and Premium user support packages
Our experience shows that mutual trust and collaboration are the foundation of successful cooperation. This is determined by the availability of information, its circulation, and responsibility for the overall picture of the organization, which is why our clients most often choose the Premium package.
Advantages of the Premium package:
- Single point of contact – for companies that use third-party services and want one contact point for all IT-related matters.
- IT security and development – the Premium package provides stronger protection, regular security improvements, recommendations for developing strategy and budgets, and more efficient use of licenses.
- Dedicated Customer Success Manager – the main advantage of the Premium package is a reliable and professional advisor who ensures regular communication, feedback, recommendations, and personalized support in resolving challenges.
- IT documentation – having IT documentation is essential for the clear and successful operation of any company, especially in critical situations. To improve the quality of IT environments in Latvian companies, creating documentation is a standard practice for us.
- Self-service portal – provides access to a web platform for independent license management and for viewing the status and history of requests.
Primend ensures a response to a fault message during working hours according to the following categories:
- Within 2 hours: INCIDENT - if at least one business critical service operating on the device of the user is not functioning
- Within 4 hours: PROBLEM - if at least one service operating on the device of the user is not functioning
- Within 8 hours: SERVICE MODIFICATION - if the workstation or another not business critical service is not functioning
- Within 24 hours: QUESTION - if there is a matter related to user which does not require immediate response