To provide Level 2 and Level 3 technical support for the worldwide users of over 10000 servers (AIX, Solaris, Linux and Windows) on a 24/7 basis. Quality support and quick resolution are critical for user productivity on the systems. The users needed highly reliable, dependable and responsible technical support. They had multi-channel access for the technical support (voice, email and web).

e4e established a core team of experienced technical staff to manage the escalations on a 24/7 basis out of India. This team worked as an extension of the customer’s support team and provided escalation support.

The Quality of Support provided has increased. The metrics related to lead time to resolve and quality of resolution has improved. The customer has enhanced the scope of support for e4e.