SUPPORT

The logistics and technical departments are located at

During hardware warranty periods, all our hardware support is included unless otherwise indicated. After the warranty period, customers can choose to purchase a maintenance contract or an ABSI-specific EDP contract for services beyond the hardware or operating systems.

Such an EDP contract provides our customers with a predefined number of support hours, follow up by a dedicated engineer, and is to be consumed on a case by case basis. Typically this is used for consultancy and support in very specific domains for which our customers do not wish to invest in in-house knowledge.

ABSI constantly invests in training of our engineers and developers. The fact that we specialize in a fairly limited number of products and technology domains allows us to achieve real in-depth knowledge on our core products and technologies.

The helpdesk

Since we started our activities more than a decade ago, ABSI has created a helpdesk for our customers. Over the years, we have invested a lot of time and effort in improving and optimizing all processes from call intake to problem solution. On a daily basis we handle a lot of incoming support calls and since 2003 we comply with ITIL standards, making sure that all incidents and change request are handled according to internationally recognized standards.

Dispatching

Every telephone call, email, fax or web based call arrives at dispatching. Here, all of them receive a ticket number, a priority level and are registered in a central system for incident handling after which they are further assigned to the appropriate engineer.

Based on our SLA agreements, the system generates alerts when the required response times are at risk. This allows management to intervene when necessary.

ABSI acquired the status of SUN Service Manager, which means that are helpdesk is being audited on a yearly basis by Sun Microsystems Customer Services. This audit is based on the ISO and ITIL standards that are used by SUN Microsystems.

System Engineers

ABSI has a team of 15 system engineers, each of them possessing skills allowing them to operate in first, second or third-line support. Their knowledge encompasses a broad range of products and technologies such as networking, mail, security, web technologies, directory services, RDBMS systems, hardware, storage systems, backup systems, operating systems and application servers next to some very specific products such as Citrix, Webtrends, WebSense, Ektron …

ABSI also has a number of SLA agreements with several partners (SUN, Checkpoint, Citrix, Oracle, Microsoft,…) allowing us to escalate problems up to supplier level if needed.

Proactive monitoring

ABSI has the knowledge and tools to do remote monitoring on the critical parts of your infrastructure. Our monitoring consoles are configured to automatically react when certain predefined thresholds are exceeded or when hardware of software services become unavailable (for example disks that are getting full, databases that fail, application or web servers that don’t respond etc … ). Our engineers are immediately notified by the monitoring system and they typically have remote access to the infrastructure we monitor, allowing then to try and correct the problem in a very short timeframe if possible.

Stand by Team

This team consists of 8 engineers of which at all times at least one is available 24/7, on a designated phone number. Their services are being proposed to customers that need a very high level of support and who often offer critical services to their own customers.

Every environment that is being monitored and for which 24/7 support is needed has a very detailed documentation and procedures at ABSI, allowing the engineers to quickly have an overview of the infrastructure and be able to correctly diagnose any problem.

Soc Team

The ‘Service Operations Center’ team is responsible for the operational support for our ‘Managed Services’ customers. They take care of all daily routines and checks that need to be done in our customer’s environments and install patches, upgrades, backup management where needed. They typically take care of first line support.

Service portal : Salesforce.com

Since 2005 the entire helpdesk and support process follow up has been implemented in our SalesForce.com environment. The SalesForce.com software is much more than just a CRM solution and is being used successfully within ABSI for several years now. The fast evolution and addition of new functionalities allowed us to implement the entire service ticketing and tracking within SalesForce.com. On top, all support information is fully linked to all our other customer related information so that everyone within ABSI has easy and quick access to all information which leads to a more personalized and customer oriented approach.

Customers that have support contracts with ABSI can login via their web browser in order to register support cases and have a real time overview of what is happening with that case or view the entire history of other past cases. Please contact your account manager if you’d like to benefit from this service.