Specialized Technical Assistance to Active Customers and Installed Base
To optimize the management of technical support cases and respond better to our customers, we have a Ticket Management System. Any support request is identified with a unique ID that we use to monitor your progress and all related communications. Each support engineer or product specialist participates collaboratively until the case is finalized. We provide the entire history of each case under the account of each user.
✓ Pre-Sales Technical Support for Certified Integrators (non-commercial)
✓ Technical support to users and integrators registered during normal office hours
✓ Support for service contracts with Active SLAs and Certified Integrators 7x24x365
✓ Issues related to Quality. Report of Non-Conformities (internal or external)
✓ Active Contracts (Purchase Orders, Services, Courses, Logistics/Deliveries, etc.)
Only through this system can we guarantee the best service with an adequate scaling process. If you have a support or maintenance contract or subscription, then you must use the mechanisms agreed under that contract, SLA (Service Level Agreement).
Elaboration of Technical Proposals for Clients
You can send us a formal request for information, schedule communication in diverse ways, a virtual or face-to-face meeting with our assistants or specialists. Below you will find the contact information of our offices. Our sales staff will answer your questions as quickly as possible.
All quotations and proposals which are issued by WiseGroup and its Partners must go through a review and approval of the competent technical area that knows the products and systems that are being considered.
If the technical solution is susceptible to doubt, either because the minimum necessary contact details of the final recipient are not available (application, project, industry, territory, etc.) or because complete technical information is not available, it may happen that the formal quotation requested will not be issued. The technical support service for commercial management is available (and free of charge) only to Partners or System Integrators in any of its categories (Agent, Registered, Certified or Premier). Our team of experienced professionals will technically assist in the evaluation of applications and selection of the best technical solution, only to commercial professionals (with price lists) who have previously registered or who are under the Integrators program. On some occasions, and depending on the complexity or the business, we involve the factory to grant the end user Guarantee of the Application, or to ensure that the technical proposal contains the highest level of analysis and recommendation possible.
Conferencing the effortless way – no limits! International Conference Calls
Through SecureCloud scheduled an international conference with local numbers in each country in South America for multiple participants no matter where they are located, or what technology they use. It only requires a conventional telephone line and a local call. Many times, the old-fashioned way is better.
