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TrueKM™ Services - Product Support
This service is to ensure that we quickly respond to the problems faced by our customers and to make sure the end users are extremely happy with the Lpcube KM Products.
 
Key Deliverables
 
  • Free product support for one year from the date of purchase or during the period mentioned in the contract. This is related only to bugs or defects in the product.
  • Response based on the severity level with options for esclation
  • Upgrade (extra cost involved) and product enhancements are managed through a change management process
  • Problem or bug management. Responses are based on the severity level and effort involved.
  • Proactive support at regular intervals and regular customer satisfaction survey
Mode of Support

Off-site

  • Level one: Email (csupport@lpcube.com)
  • Level two:Telephone or Chat
  • Level Three: Onsite visit if necessary

On-site

  • Our experts will help manage the technology infrastructure (software) and administer the application system
  • We assign the right person for the right task to respond to the issues on time.

Remote

  • Windows XP: Remote Desktop Management
  • PCAnywhere
Severity Level
For every support request, we have categorized the priority based on the following severity levels:
Level   Description Response (Days)
1
Urgent
Critical -- A bug whereby your production work has been stopped and no alternative is available or there is significant risk of lost business opportunity or competitiveness
1
 
   
2
Important but not Urgent
A suspected or actual bug significantly impacts your development and/or production, but where an alternative operation is available
5
 
   
3
Less important
A suspected or actual bug whereby a software component is not functioning correctly and your usage is not routinely impacted
case-to-case
 
   
4
Not so important
A suspected or actual bug whereby a software component is not functioning as documented, but does not impact production
case-to-case
 
   
5
Enhancement
A function, feature, method or mode of operation that you would like improve add to the product
Depends
 

Note:

For quick response, customers should either go in for on-site support or remote support options. In the case of remote support, the customers should be comfortable in providing the remote desktop management option using Microsoft or PC Anywhere software.

 
Esclation
 
Following are the three levels of escalation:
  1. Email Support Engineers at csupport@lpcube.com
  2. Reach the Support Engineers or Project Leaders through phone
  3. Reach the Top Management through phone
Why KM Services?
KM services delivered by Lpcube and its partners help drive collaborative culture and manage KM processes by implementing innovative KM strategy.
 
 
True Intellect
Lpcube True Intellect is the KM consulting methodology designed in with the Lpcube KM Maturity Model (KMMM). The stages of true intellect:
  1. Connect
  2. Exchange
  3. Think
  4. Learn
  5. Perform
Click here to learn more