Retail Support

Our team of retail experts provides a comprehensive support and maintenance service to leading international retailers’ in-store applications and infrastructure. Having deep expertise about the retail sector, especially everything related to in-store business processes and the underlying applications, systems and infrastructure, we are able to support either the entire integrated solution in place or specific applications or systems within it.

We provide the resolution to complex Incidents and, having the most extensive knowledge of the whole customer landscape, are able to co-ordinate other resolution groups e.g. vendors and suppliers of other systems and services including any onsite or break-fix/replacement service provider. In this way we are the key part of the support for the whole integrated solution upon which the retailer’s critical in-store business processes depend.

In relation to L2 support, or a more SOP based support team which is able to implement documented fixes and workarounds and support and manage its performance, including through the creation of scripts, documenting fixes and, where possible, automation. Alternatively, we can provide an integrated L2 service integrated with the above L3 services which will bring the benefits of having the whole L2 and L3 service together as one team.

Our service focuses on:

• Ensuring the continuous operation of your in-store processes.
• Stabilization of your retail applications and the integrated retail solution in place.
• Optimization of provided support services, including shift to the left activities.

 The Service may include depending on your requirements:

• Requests fulfilment
• Incidents resolution
• Problem detection
• Problem root cause analysis
• Defining workarounds and problem resolution
• Enhancements and/or modifications of the applications

We flexibly adjust our Service model for each individual Client to fulfil required SLA, service hours (including 24x7, 17x5) and other individual requirements.