Now Software Development’s Field Services provide specialized technical assistance for on-site attention and solution of incidents that affect the technological infrastructure made available to users (PC, notebook, printer, productivity SW, operating system, among others). Where we deliver preventive maintenance and repair of central devices that fail, all with the aim of ensuring, based on established indicators, business continuity and digital platforms.

The advantages of Field service are:

-Service delivered at the user’s workstation or at the customer’s facilities.

-Repair of equipment in the laboratory, with management of current warranties.

-Corrective support for operational continuity and committed service levels.

-Execution of preventive maintenance activities to equipment covered by the service.

-Temporary replacement of complete equipment to ensure compliance with service levels.

-Implementation of functional tests (user compliance) to approve the solution.

-Ample stock of necessary spare parts and application of preventive measures authorized by the respective manufacturers.

-Training to users about the origin of the problem and recommendations to mitigate future failures.

Now Software Development’s Service Desk operates as a centralized point of contact (which can be accessed through different channels: telephone, e-mail, chat and web access), which resolves in a timely manner the requirements of the different types of users of the company when faced with queries, requests and incidents of IT services. This allows improving business continuity.

We provide a benefit to end users with best practice methods, such as:

-Process Oriented Functionalities:

-Ticket escalation and escalation management.

-Management of problem tracking and ticket closure.

-Incident escalation to Now Software Development’s internal support.

-Remote support through multiple interaction channels (remote control, chat, phone).

-Incident and user requirements management.

Business Oriented Functionalities:

-Support management based on service levels.

-Reports that allow to analyze the behavior of IT services.

-IT Incident classification to visualize improvement areas.

-Preparation of quality surveys and management reports.