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Services & Support
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Stealth® AMS

Application Management System

Deda Stealth undertakes to provide support for the remote Services coordination and Service level verification. AMS proposition is flexible and can be tailored to your requirements. We can provide AMS solutions covering all aspects from SPOC (Single Point of Contact) to Full Outsourcing. It is based on levels and it can be provided on specific applications (e.g. Stealth® The Fashion Platform) or on infrastructure, network, hardware and base software (Microsoft Office & Windows).

 

AMS: Structure

 
  • SPOC: operating 24Hx7D, multilingual, > 100 people dedicated to receiving, inspection, first resolution and routing;
  • APPLICATION MANAGEMENT: > 40 people of Dedagroup Stealth dedicated to support and assistance on customer application environments;
  • SYSTEM MANAGEMENT: > 100 people dedicated to monitoring and solving technical system problems
 

AMS: Assistence Services

 

SPOC

The tasks of the SPOC or the remote Help Desk, as the first level of assistance are:

  • Raise a Ticket request
  • Perform a diagnosis and resolve the problem where possible or forward to Second Level 
  • Remote connection to provide direct assistance
  • Update the ticket
  • Close the Ticket and document the resolution
 

SECOND LEVEL SUPPORT AND ASSISTANCE

The tasks of the Second level, called by the SPOC only and in charge of operational and corrective application assistance, are:

  • Raise a Ticket request
  • Perform a diagnosis and resolve the problem where possible or create a Change Request when required in less than 2.5 hours
  • Remote connection to provide direct assistance
  • Update the Ticket
  • Close the Ticket and document the resolution
 

EVOLUTION SUPPORT

Deda Stealth undertakes to provide application support for clarifications, advice on application usage, small new implementations and activation of new features.


AMS Request Workflow
 

Stealth AMS: Service Level Agreement Discover more

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