Shared support model
Optimized IT support for growing businesses
Shared support model
Managing IT support efficiently is crucial for small and medium-sized businesses. ServiceJi’s shared support model is designed to meet this need by offering high-quality IT support through a resource-sharing approach. This model combines expertise, reliability, and cost-effectiveness, making it the ideal choice for businesses with moderate ticket volumes that need continuous support without the high costs of dedicated resources.
SLA adherence (Email/Ticketing portal)
| Priority | Response Time | Resolution Time |
|---|---|---|
| P1 | 1 hour | 6 hour |
| P2 | 2 hour | 12 hour |
| P3/P4 | Based on client requirements | Based on client requirements |
Great customer service doesn’t mean that the customer is always right, it means that the customer is always honored.
– Chris LoCurto
Why ServiceJi?
With competitive pricing, expert IT professionals, and a proactive approach, ServiceJi’s shared support ensures your business has the tailored assistance it needs to thrive.
Let us take care of your IT support while you focus on growing your business. Contact us today!
Service features
Shared resource pool
Dedicated pool of experienced agents with Optimal resource allocation to ensure service quality.
Multi-channel support
Access support via email, chat, voice, or ticketing tools. This flexibility ensures that clients can reach out for assistance through their preferred communication channels.
Proactive monitoring
Continuous monitoring of systems to detect and resolve issues before they impact operations as part of the ‘Incident-Hours’ quota.
24x7x365 coverage
Continuous support is provided throughout the year, ensuring your business operations never face downtime. The model caters to businesses operating across multiple time zones, providing round-the-clock availability.
Dedicated account management
Each client is assigned a dedicated account manager to handle escalations, coordinate reporting, and streamline communication. The account manager acts as a single point of contact, ensuring smooth collaboration and faster resolution of any concerns.
Reports and analytics
Monthly performance reports provide valuable insights into ticket trends, SLA compliance, and areas for improvement.These reports enable businesses to monitor support efficiency and optimize their processes.
Why choose this model?
Cost efficiency
By sharing resources across clients, operational costs are significantly reduced without compromising service quality.
Scalability
The model is flexible enough to handle fluctuating ticket volumes, making it an excellent choice for growing businesses.
Expertise
Have access to a pool of experienced agents ensures that even complex technical issues are resolved efficiently.
Competitive pricing
ServiceJi provides industry-leading support at a cost-effective rate, ensuring a strong ROI and maximum value for every dollar spent.