Services

Application Management & Support

Standard Support

Standard support provided by Cynaptix consists of
1. Email Support   2. Telephonic Support

Email Support: An end-user (client) faces a problem in using the application. The client then sends email describing the problem. If relevant, the login details and screen shot of the problem are attached to the email. Based on the information provided by the client, Cynaptix support staff will simulate the problem on his or her PC and rectify the problem after analyzing the impact. The support staff then uploads the corrections (if any in the form of exe or scripts) along with instructions to deploy the corrections to the Cynaptix server’s FTP folder and informs the client by email. The client then down loads the corrections and follows instructions to deploy the corrections for production use. The email support is provided during normal working hours (9am – 6pm) of Cynaptix.

Telephonic Support: This support will be provided when a client wants to interact with the support staff regarding configuration changes and other issues (which perhaps require multiple email exchanges).

Premium Support

Cynaptix team will provide remote support to the application (CyOptique™) using the internet adopting the following methodology:

1. The client desktop is assumed to be connected to the internet.
2. The support staff from Cynaptix will access and administer the remote client desktop.
3. The access will be provided through commercial platforms. Problems reported by client (email/telephone/fax) will be analyzed by the support staff.
4. Any fix if required after analyzing the impact will be carried out on the local PC before the same is applied to the client desktop using the remote access facility.
5. The client will be informed of the fixes if any or configuration/setup changes if applicable during problem resolution.
6. Premium support is given on 24x7-basis.