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Reach-U Support

It is important for us not only to offer the best solutions but also to provide first-class support for all of our applications. 
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We have available two service plans to support our products and installations:

• Basic: 9x5 support service during business hours (GMT+2) on workdays 
• Premium: 24x7 support with Hotline service.

 
Our 24x7 Helpdesk reviews all incoming tickets and a responsible engineer is appointed within the time that is agreed in service plan.

An essential part of the support service is monitoring – it helps to prevent environmental issues and solve them before occuring. Monitoring is also used to ensure the availability of different components of the system, helping to quickly find a failing component within the system.
 
Reach-U support is offered remotely and remote access to the supported site is required.

Our way of working relies on mutual cooperation and communication. Therefore regular technical level support meetings are held weekly or monthly, with higher level managers at least once per quarter.

We also carry out quarterly analysis of support process and results. This consists of statistics analysis (number of tickets, segmentation per type, etc.), measuring support customer satisfaction, mutual feedback and finding ways to improve.
 
Currently Reach-U support has more than 20 contracts to cover our clients in different time zones from Mexico to Singapore. Our clients are mostly mobile operators and governmental institutions.
 
Reach-U also offers trainings for its applications on power user and technical level. As the technical part is simple and straightforward, we highly appreciate operator’s power users who are the first line support to our application's end users. Therefore it is one of our main tasks to train the power users and support them by working as closely as possible.