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Three tier support

ITON’s has a plethora of healthcare data management knowledge that gives us an edge when it comes to extending Technical support services to our valued clients. Our 3 tier support is capable of handling issues arising in the application or the functioning of our products.

Level I Support – The help desk is equipped to handle inbound calls and emails about issues and incidents from the users. Our specialist will gather the information and to determine the issue by analyzing the symptoms and figuring out the underlying problem. Technical support specialists will try to troubleshoot the problem by verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus.

Level II Support – Iton has a distinctive edge in extending technical support services to our valued clients. Be it IT support, implementation, bug fixes or errors, troubleshooting, Iton’s expert engineers provide high level of professional services like

  • Incident detection and recording
  • Classification and initial support
  • Investigation and diagnosis
  • Resolution and recovery
  • Incident closure
  • Ownership, monitoring, tracking and communication

Level III Support – Iton also provides specialized Level 3 Support for issues that are not resolved at the Support level. Our Problem Management team will begin to identify the cause of an error in the IT infrastructure that is usually reported as occurrences of related incidents. Resolving a problem means fixing the error that will stop these incidents from occurring in the future. Problem resolution and elimination of root cause often calls for applying a change to the configuration item in the existing IT environment.