End User Support

In order to provide a responsive, high quality and cost effective support solution to LearnFlex™ end users, LearnFlex™ has partnered with a variety of industry leaders.

These partners provide first level basic help desk functions, which include initial call handling, call logging, assignment of call priority (Critical, Major, Minor and Limited), queue placement and escalation to second-level support as required. This level will also include initial problem diagnostic services for identifying problems and generic application faults, analysis and where possible, problem resolution.

Second level support will provide more detailed problem diagnostic services as well as any problem duplication for identifying complex problems and application faults that cannot be resolved by the first-level support. Second-level support is also responsible for the application of any maintenance releases or end user-specific fixes that can be provided. Second-level support also provides interface and escalation to third-level support as required.