L1 support Services
- Work as a first line of defense for customers, using Aspect products (UIP, ACD, AQM, eWFM etc.)
- Log tickets with appropriate comments and analysis around the issue and assign a priority to issue.
- Update customer for the status of ticket
- Co-ordinate with L2/L3 team for the issue and help them in resolving
- Provide 24X7 supports.
L2 Support Services
- Install Code Mod, Update Packages and Hot fixes on customer system as per the plan.
- Aspect version upgrade
- Perform post installation testing to ensure the good health of the system.
- Perform regular health checks of the systems
- Perform System re-boot as per the defined frequency.
- Provide 24X7 supports.