Service Desk

Alemba provides a customer-focused approach to managing your implementation of vFire Core, Portal and Officer with enhanced SLAs at no additional cost. Our highly experienced global service desk, second line support teams and easy-to-use customer Portal simplify the logging and tracking of issues and enhancements.

Alemba’s service desk provides local time zone support for all of its customers and has a 24 hour support option. Calls can be logged using our Portal, via email to the service desk or via telephone to the regional office number and asking for Support.

One of our key objectives is to keep customers informed on the progress of their calls and this is achieved by:

• Direct update with the customer either by phone or email
• Updating the call regularly
• Weekly call statements
• Monthly conference calls (these can be requested through your account manager or the service desk manager

Our Support and Service Desk team are all technically adept with experience in the following:

• Infra / VSM/vFire Core / vFire Portal and Officer functionality
• Relational databases
• System infrastructure
• Web infrastructure, including IIS
• JavaScript, HTML and .Net

The Alemba three service desks function globally in a follow-the-sun operating pattern. They are located in London, Sydney (Australia) and Irvine (USA)

Each desk consists of multiple service desk personnel aligned to the requirements of historic demand to ensure swift turn-around times. Each support centre has access to Alemba's globally available support resources and 3rd line programing resources.

Alemba’s service centres have an extremely high staff retention rates, therefore support staff have many years of experience and are fully trained on the product.