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Every Angle Service Desk

Every Angle Service Desk. Jan Wicher Draijer. Global support. Support on Every Angle software 40 customers in different timezones. Overview. Located in Gouda, The Netherlands Scope of service: Supported products: EASuite and EADashboard Functional and technical support

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Every Angle Service Desk

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  1. EveryAngle Service Desk Jan Wicher Draijer

  2. Global support • Support onEveryAngle software • 40 customers in different timezones

  3. Overview • Located in Gouda, The Netherlands • Scope of service: • Supported products: EASuite and EADashboard • Functional and technical support • Incident Resolution and Request Fulfillment • Problem Management and Change Management • Support Organization • 1st line: Skilled helpdesk • 2nd line: Approx. 15 highly motivated consultants (func. and tech.) • 3rd line: First rate developers and testers

  4. Service Desk Organization • Full access to functional and technical consultants • Access to programmers Customer KeyUsers Service Desk Service Management Functional Consultants Technical Consultants Consultancy Management Software Developers Product Management

  5. Service Desk Portfolio • Monitoring of dailyrefreshcycle • Resolutionfor all ticket types (Incidents, Requests, Problems, Changes) • Dispatching to 2ndline • Tracking and Chasing • Escalation model: Service Manager  Account Manager  Director • Provide status information Customer KeyUsers Service Desk Service Management

  6. Availability • 08:00 - 17:30 • Monday - Friday • Excl. public Dutch holidays • E-mail: servicedesk@everyangle.com • Auto-replycontainsyour ticket number (eg: SD-12345) • Use ticket number in subject (eg: “Run failed / SD-12345”) • Personworkingon the ticket willbenotified • Email is archived in ticket • Tel:+31(0)182 577 755 • Fax:+31(0)182 577 740

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