SNA Infotech Pvt.Ltd

5-Star Service Model

Connect

Contact every customer within 1 hr from the time the call was

Timely call back
Acknowledge customer concerns
Understand their problem
Ask if they have any other problems / issues

Commit

Give the customer an ETA & ask if there's anything else to

Meet your commitments
Come properly prepared

Complete

Repair equipment & verify the fix

Professional Attire
Repair equipment
Respect Customer's Environment
Verify Problem Resolution

Confirm

Re-connect with customer before leaving site

Demonstrate the functionality of product
Ask if there are any other product Related issues
Thank them for choosing the support brand

Call Back

Follow-up phone call ASAP the following day after repair is

Ask if everything is working properly
Ask if there is anything else we can do ?
Thank customer for their time and feedback

Walk in services

The Service Canters provide the following services:

Advance Exchange
Upgrades

The products currently being supported by Service Centers are :

PCs/ Notebooks/ Servers
Fax Machines/ Copier's Machines/ MFD
EPABX Systems/ KTS/ Projectors
CCTV Camera, Access Control/ Fire Alarm etc.
Switchers/ Amplifier etc.
Barcode Printers and Scanners

Onsite services

SNA offers on-site services for end-users and enterprises integrated with its Remote Services helpdesk to provide integrated solution to ensure call closure. The On-site teams work closely with service centers in the designated area/city and the call center to ensure updation of services rendered. The teams are dedicated or shared as per client requirement.

SNA onsite services are designed to help its clients cost-effectively maintain and service their high availability, desktop/workgroup, networking and communications, and specialty equipment. SNA provides single toll free call logging facilities to the customers through its Helpdesk and keeps a track on hourly basis of the call closures. The teams are integrated with parts warehouses and depot service centers.

Onsite Services include :

Data Center Maintenance

Workgroup Maintenance

Deployments (Projects & IMACs)

Managed Desktop Services

Network and Communications Maintenance and Support

Operating System (OS) Support

Back Line Support

Specialty Equipment Services