Customer Service Delivery Commitments

Asset believes that the key factor for the success of delivery and implementation of such projects is the quality of technical support & maintenance provided. Since foundation, Asset has served the Egyptian, Regional/MENA and the USA markets with high quality level of support, well proven and illustrated through the various successful projects implementation throughout the last 16 years.

Asset during warranty, responds to different support calls and inquiries in a timely manner depending on the severity and criticality of the situation, as follows:

Severity 1 - Critical Business Impact. Customer’s production use of the Supported Programs is stopped or so severely impacted that the Customer cannot continue work.

Severity 2 - Significant Business Impact, in the sense that some the important features of the system are not functioning properly with no acceptable workaround.

Severity 3 -Some or minimal Business Impact. This is a case when the customer encounters some problems in any of the complementary features of the system.

Asset will start working on the problem within a duration that depending on the priority of the call, until an acceptable solution and/or workaround is achieved.

To ensure proper quality of service, ASSET team will work very closely with the clients'/partner team to ensure that the proper reporting of problems is being done and hence ensure proper level of actions and escalations done from ASSET side to guarantee customer satisfaction.

Escalation Process

In cases where a problem is related to a defect in the software code, the technical support team immediately communicate with the R&D, who have the source code of the products, being fully developed by ASSET. Depending on the urgency of the problem, the R&D specify the date in which the problem will be resolved. Once a resolution is reached, it is communicated back to the technical support and hence to the client.