App Systems & Cloud SUPPORT

The App Systems & Cloud SUPPORT department consists of a specialised team of application systems technicians responsible for providing support for software products on cloud and on-premise environments.

It serves as an initial point of reference for system support on application software with the goal of resolving any critical issues in a timely manner and and optimising the use of solutions for users.

The activities provided by this department are typically part of the services included in your fee.

The department is quick to respond: Support comes to the rescue when you have a problem or need.

The service is available on business days, Monday through Friday, duringoffice hours, excluding public holidays and periods when the company is closed for vacation.

How to access it: Select the web ticket area “App System & Cloud – Support” in the Leviahub Support portal.

The ticket could have the following priorities:

  • Normal: ordinary reports and requests
  • Blocking: Reports and requests that are critical and impede operations
  • Priority (*): Standard or blocking reports and requests where rapid ticket handling is essential (within 1H of submission)

(*) Priority service is an extra option with a charge, as per the Service Charter.
Processing time:

Rapid processing of the request and/or report

Typical requests:
  • Support for cloud server access
  • Scheduled periodic maintenance
  • Resolution of technical system-related software issues
  • Solutions on issues related to the customer’s environment (configurations, compatibility, etc.).
  • Solutions for any system anomalies in the application software
  • Assistance with software or access blockages

 

WARNING: The following activities are not handled by this department: installation, reinstallation, extended configuration of the application and its modules, etc.