Learn about PrismERP Support structure and the task patterns

Support System of PrismERP is embedded into a centralized system with the ability to tackle and manage all the issues raised by the customers. Generally, all the issues or complaints can be acquired through different sources of medium but primarily through voice & video calling, messenger platforms, online reply, email, SMS etc. From the back-end, all of these queries are analyzed and managed by generating the issue as a ticket from PrismERP Support Ticketing System.

Types of Support: 

1.   Online Ticket Support

2.   Email Ticket Support

3.   Emergency Support

4.   Bug Fixing Updates

5.   Version Updates

6.   On-site Support

7.   Process Analysis

8.   Video Calling Support

Level of Support:

Support management of PrismERP follows the four fundamentals through which they solve individual query of customer; Define, Analyze, Implement & Evaluate. For solving any particular issue of client, support management system of PrismERP is operated under four level (hierarchy) of approaches depending on the type of issues and the extent of complexity the client is facing.

1) Tier 1 (Helpdesk Technician)

Tier 1 is the level where the help-desk or technician receives the issue or queries from the clients via calling. In this phase, one of the support team members communicate with the client to gather in-depth information of the issue raised by the client. If the issue translates to be a primary one, the technician himself delivers the solution to the problem and doesn’t pass on to the next level support. The technician can be of any designated person related to support management.

2) Tier 2 (Software Support Engineer)

Next level of support is of prioritizing the issue generated by the helpdesk for resolving. Here the designated experts providing customer support are software support engineers. The support engineer coordinates with the technician and go for a process analysis where they analyze the issue. After analyzing the issue, they will come up with a solution within a short period of time depending on the complexity of the issue. Usually the support is provided through online- video call support, or through calling.

3) Tier 3 (System Analyst / Deployment Engineer)

Tier 3 support defines the stage where system experts i.e. system analyst or application deployment engineers are available to deliver all the technical guides and solution required to run the application by clients. They are coordinated with Tier 2 & Tier 4 support. They look after the issue and approach for quick solution to solve the tickets. If the issue turns out to be a critical one, it is forwarded to the project manager or developer. Usually the system analyst and deployment engineers provide support being on-site but for some cases the support is also provided through video calling tools such as Skype or team-viewer.

4) Tier 4 (Project Manager / Developer / Software Engineers)



When an issue or a problem reaches critical stage, the queries are forwarded to the project manager or software engineers (Developers) for support. Analyst will analyze the issue from the back end and sit with the project manager for a solution and estimate a time to fix the issues. They will internally look for the bugs and conduct all the technical and functional testing for final results. Not only that, Tier 4 is a high-end support that manages internal application testing, version releases, bug fixing, technical & functional issues.

Resource Support:

For resources, documentation and user manuals are provided to the client so that the client can easily adapt PrismERP system. For any assistance, a documentation website is provided to the client for user guidance.

Team Strength:

Support Management System should deliver 24/7 support with all the facilities & resources to meet the client’s requirements. Team requires enough capacity of delivering quality services with a trained on-site support team ready to face all types of issues raised by the clients. The list below determines the team’s strength through which the support capacity of an ERP company is measured.

• Ability of solving Issue within the time frame
• Larger man power with different hierarchy or level of support
• Expert professionals with certifications
• Ensures Data safety
• Daily Data Backup System
• Hack Free Framework Tool- To protect the database from hacking
• SSL Certification
• Availability of Documentation site for system usage support

Support Ticketing System of PrismERP

Support Ticketing System of PrismERP is the hub through which all the complaints, issues, reports & queries raised by the customers are analysed and generated as a ticket. The solution is coordinated centrally from the system where you can deal client’s issue, perform analysis, provided service management, ticket levels etc. Managing ticket level is the option where you can assign different technical professionals on different levels based on the hierarchy for various stages of support (example: Tier 1, Tier 2, Tier 3 etc.).

With STS of PrismERP, customized ticket templates can be set. Multiple pathways such as email, SMS, customer portal etc. can be integrated with the STS through which tickets can be generated and appears into the system dashboard with quick notifications.

With the customer portal, customers can also generate complaints directly to the support team of an organization. The dynamic dashboard will forecast the overall solved and unsolved tickets depending on the time filter (daily, weekly, monthly, yearly) as well as forecasting daily tickets trends (incoming tickets).

With Support Ticketing System of PrismERP, it is very easy to judge individual employee’s capacity and performance for delivering organized support services to the customers.