Our team specialises in supporting various business applications, regardless of whether the software is installed on your servers or supplied by a third party. We can use our internal skills and knowledge to manage, maintain and support your apps, or liaise with the vendors. Ultimately, our goal is to build more knowledge and skills into our team to help your employees be productive. The PRETERION advantage comes from this accumulated knowledge, from all our customers, transferred seamlessly to all our clients, so that everybody will benefit.
If you are worried about your employees wasting time waiting for vendor support teams to respond to reported issues, you are not alone. The nature of the software vendors business model is to maximise profits whilst minimising expenses; hence, very few have strong support teams offering solid Service Level Agreements. It is a natural approach in the software providers’ market that we detected over the years. It leaves businesses in a delicate position, with budgets spent on underused software assets and creating bottlenecks whenever an incident occurs. We decided it was our job to fill the gap. Unlike other IT companies who either ignore or dismiss supporting specific applications, we support all software applications, irrespective of their nature or provenience.
The simplicity of our approach provides results early on. By documenting everything and transforming every intervention into a self-training session, we increase the level of expertise within our team. Furthermore, by sharing the knowledge with the customer, we reduce the number of incidents. This way, we build stability through increased expertise at all levels. Additionally, we establish good relationships with the vendors’ support teams, which gives us faster resolutions. From our customers’ perspective, this means less frustration from miscommunication with specialists who speak only “geek” and less time wasted waiting for a solution. The formula applies to any business software and creates a better working environment for your business teams.
Strictly from a business perspective, our business applications support framework ensures a much simpler employee onboarding process. Our customers usually provide the support contact details for everything IT by simply sending a support request to us, leaving our team to take care of everything else.
Very soon, the new employee knows who to call whenever an incident occurs in the technology space. And, as our team members know to always go the extra mile and provide a little bit of training on every incident, very soon the business team has less problems with business applications that create unnecessary and unproductive bottlenecks.
Yes, that’s correct. All business applications are equal. No matter what the vendor is telling you, an app is an app. Some may appear more complex than others, but in the end, they are all pieces of code written by a human to provide functionality and automation. With the correct computing resources and configuration, all apps will perform what they were meant to do. It is usually through human interaction that problems start to show up – lack of user training and improper computing environments can make any app misbehave or downright stop working. This is why a vendor support team may take longer to determine the root cause of an incident and reliably fix the issue. Our team can make the initial evaluation and provide the extra technical information that may help resolve the problems much faster.
To diagnose fast and provide a solution even faster, an IT support team usually takes into consideration several aspects:
The above usually translates into having a quick look at the event logs on the local computer and the server running the application (if available) and looking at a few other potential areas such as network connectivity and monitoring logs.
This kind of assessment can take 10 minutes. During this time, the technician has formed an opinion and can take action or provide the summary to the vendor support team.Â
Escalating constantly all issues to vendor support is not the best choice. Similarly, trying to fix any business application incident within the IT support team is also completely wrong. It is best to have an assessment workflow allowing the team member to make the correct decision, escalating to vendor support only when appropriate. The main reasons to escalate are:
It is easier to overcome slow or inadequate support from software vendors by having a team of IT specialists liaise with their support department on your behalf.
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11 Betts StreetÂ
Kellyville Ridge, NSW 2155
9:00 AM – 5.00 PM
Monday – Sunday
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