Shadowing Support
Metadata
Shadowing support refers to a type of technical assistance where a support specialist “shadows” a client’s or a partner support engineer as they work through an issue. This allows the specialist to provide real-time guidance, advice, and troubleshooting to help resolve a potential issue or undertake any task related to the product.
The support specialist observes the client's/partner’s work but does not take control of the process. Instead, they work in collaboration with the local support team to resolve the issue together. Shadowing support is often used when an external support team is not granted direct access to the infrastructure for security and privacy reasons or when a partner wishes to undertake the operational tasks by itself.
Included items
- Partnering with local support engineers during technical troubleshooting, lending our expertise
- Assisting in the configuration, implementation, and maintenance of the system, ensuring its optimal functionality
- Helping identify underlying issues and presenting efficient and effective solutions
- Providing specialised, targeted technical support geared towards the end-use of the software
- Tackling and resolving software issues that the first-line support was unable to solve
- Offering insightful technical guidance to local support engineers, enhancing their problem-solving capabilities
- Actively participating in meetings and discussions with the local support team, brainstorming on technical issues, and ideating potential solutions.
Notes
It is recommended that requests for shadowing support are submitted through the helpdesk platform provided by KEEP SOLUTIONS. The use of this platform ensures priority treatment and allows the customer or partner to monitor the troubleshooting process.
The service encompasses conducting online meetings designed to assist the local team in addressing and resolving emerging issues, offering real-time collaborative problem-solving.
Duration
The total duration of this service corresponds to the number of hours of the package contracted by the customer.
KEEP SOLUTIONS offers packages multiple of 40 hours. The minimum taxation for an intervention reported by the customer is 1 hour. The hour package is valid for 1 year after the contract start date.