24×7 SupportMethodology / Process flow
The TIG Helpdesk is available 24 x 7 for customers to login and register questions, issues or request work estimates. Helpdesk managers contact customers within one business day after a posting has been logged on the Helpdesk tool to discuss the issue
Once authorized by the customer and accepted by the TIG helpdesk, our experts generally work on customer issues per the following schedule to resolve the issue.
| Nature of Work | Work schedule | |||
| Workday Reg. Hours |
Workday After Hours |
Weekend Hours |
Public Holidays |
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| Functional or Technical support issue – Low/Medium priority |  |
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| Functional or Technical support issue – High/Critical priority |
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| Functional or Technical system enhancements, US based |
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| Functional or Technical system enhancements, US+ offshore |
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| Basis support (standard) |
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| Basis support (extended) |
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We chose Terra Information because they have an experienced group who have assisted us with our efforts, minimizing costs and streaming the SAP implementation. TIG has the right team with the right technology !
For our clients Terra Information is the one that brings together exactly the right people, the right process and technology to get the job done correctly the first time.
The completion of this SAP project, rolled out on time for each of our locations is a great testimonial to the skilled workand team effort by Terra Information’s technology staff and the Terra Information team...
