Support
Delivering Peak Performance
Inca, an Avisen Plc company, is the leading IBM Cognos partner in the UK, providing excellent support services to over 400 customers. Our support team is renowned for its unrivalled customer service and the dedicated expertise it provides to our clients, along with the further knowledge-base at our customers disposal from the professionally qualified consultants we employ.
At Inca we understand what you’re up against, and we know the importance of being there when you need us. That’s why we put so much effort into providing a market leading software support service for all of our customers. Sharing new information, being responsive to change, and working through problems and solutions together are part of our responsibility in providing you with a reliable, comprehensive Performance Management solution.
Inca, an Avisen Plc company, is the leading IBM Cognos partner in the UK, providing excellent support services to over 400 customers. Our support team is renowned for its unrivalled customer service and the dedicated expertise it provides to our clients, along with the further knowledge-base at our customers disposal from the professionally qualified consultants we employ.
At Inca we understand what you’re up against, and we know the importance of being there when you need us. That’s why we put so much effort into providing a market leading software support service for all of our customers. Sharing new information, being responsive to change, and working through problems and solutions together are part of our responsibility in providing you with a reliable, comprehensive Performance Management solution.
Maintaining Peak Performance
The highly skilled, accredited support team at Inca focuses efforts on understanding customers’ needs and delivering fast, accurate solutions to any and all Performance Management related enquiries and problems. The Inca support team delivers immediate assistance and competent provision for the entire IBM Cognos suite of products to ensure that customers feel reinforced and encouraged in their usage of the products.
As the expectations and demands of users in your organisation increase, your success depends on how effectively you can put your computing technology to work, and how well you can sustain it. With the help of the Inca support team you have the reassurance of knowing that you will always have access to our Helpdesk, providing in-depth knowledge of the products and solutions you use.
In addition to its telephone support services, the Inca Helpdesk can assist in first-hand diagnosis of customer issues remotely, enabling our support team to quickly understand the issues and reducing the time required to resolve these issues.
Helpdesk and ongoing technical support
Inca believes that continued quality support is just as vital as a successful implementation of a product. To ensure that this is achieved, Inca provides a telephone support service to all customers with a current services support agreement, to answer technical queries and to resolve any product problems. There will be no need to wait for a technical representative to return your logged call - your call will go straight through to our support team who are also able to offer installation, integration and technical consultancy services. Our support team has access the most up-to-date technical information, helping them to provide fast, consistent responses to customers concerns.
Inca also provide a version upgrade and product enhancement request service. Inca will organise a free upgrade to the latest version of the software on your behalf. All customers are notified of releases and enhancements by Inca.
First level support services are in response to defect and/or malfunction of the supported software.
The highly skilled, accredited support team at Inca focuses efforts on understanding customers’ needs and delivering fast, accurate solutions to any and all Performance Management related enquiries and problems. The Inca support team delivers immediate assistance and competent provision for the entire IBM Cognos suite of products to ensure that customers feel reinforced and encouraged in their usage of the products.
As the expectations and demands of users in your organisation increase, your success depends on how effectively you can put your computing technology to work, and how well you can sustain it. With the help of the Inca support team you have the reassurance of knowing that you will always have access to our Helpdesk, providing in-depth knowledge of the products and solutions you use.
In addition to its telephone support services, the Inca Helpdesk can assist in first-hand diagnosis of customer issues remotely, enabling our support team to quickly understand the issues and reducing the time required to resolve these issues.
Helpdesk and ongoing technical support
Inca believes that continued quality support is just as vital as a successful implementation of a product. To ensure that this is achieved, Inca provides a telephone support service to all customers with a current services support agreement, to answer technical queries and to resolve any product problems. There will be no need to wait for a technical representative to return your logged call - your call will go straight through to our support team who are also able to offer installation, integration and technical consultancy services. Our support team has access the most up-to-date technical information, helping them to provide fast, consistent responses to customers concerns.
Inca also provide a version upgrade and product enhancement request service. Inca will organise a free upgrade to the latest version of the software on your behalf. All customers are notified of releases and enhancements by Inca.
First level support services are in response to defect and/or malfunction of the supported software.
A support team member will respond to the customer on support issues comprising technical assistance, problem determination and resolution, temporary fixes and/or workarounds, and case escalation. Access to the online knowledge base via IBM Cognos, technical notes and software downloads can arranged when required. Second line assistance support means that IBM Cognos will provide assistance with resolving calls that have been escalated to them accordingly, these will get progressed to third line development if required.
Benefits of choosing Inca
Benefits of choosing Inca
- IBM Cognos Partner since 2002
- Friendly, dedicated support staff
- Inca has developed its support service in line with customer feedback, combined with the expertise of our Professional Services Team
- Accredited skill-sets for every IBM Cognos Performance Management product
- Guaranteed one hour response
- Defined case escalation process
- Remote assistance enabling first hand diagnosis and resolution to more complex issues
- On-site assistance if required
- Customers call Inca via a dedicated phone number or can log calls via email
- Cases are assigned priorities and resources according to the urgency within each recorded case
- Dedicated first line support services with second line support coordinated with IBM Cognos
- A full administrative service via dedicated staff for support renewals, entitlements and contracts
- SLA’s and Case escalation processes are defined and issued to supported customers