Support

It can be difficult to have and maintain all the skills needed to help the business and users with the many applications that are made available.
There is a need for a broad knowledge of the many possibilities with eg. Office 365 and deep specialist knowledge is needed about the more or less specialized applications that have been acquired over time.

Microsoft offers a number of support options, but navigating it can be a jungle, and you don't always get a specific answer at eye level with the user.

For more than 10 years, ProActive has built up a professional support organization that offers all relevant forms of support:

• ServiceDesk / hotline on web, telephone and mail
• Onsite support
• Wide support of all Microsoft products
• Application Management of specific applications by appointment

A service agreement with ProActive has many benefits:

• One place to call challenges across all of your Microsoft products
• Maintain knowledge and competencies about the applications we have provided to you (we also take responsibility for applications developed by others)
• Guaranteed service levels for critical applications
• Access to ProActives and Microsoft's overall knowledge base

The service agreement can of course be combined with an agreement on the operation. Then you have the responsibility clearly placed in one place.

Service Desk

ProActive offers a dedicated Single Point of Contact (SPOC) ServiceDesk team that delivers standardized ServiceDesk services across all customers with managed services. The ServiceDesk team provides a standardized IT Service Management tool (JIRA) and coordinates cases across teams and resources.

ProActive ServiceDesk is located in Denmark, and all resources are fluent in English and Danish.

ProActives ServiceDesk may be the second level to be contacted by your own ServiceDesk, or we can take the dialogue directly with your users.

Service processes

Service Management processes are used across Support and Operations. All processes and work processes are described in our knowledge database and are used in conjunction with continuous service improvement and training of new employees. The processes are based on ITIL.

Application Management

With an Application Management agreement, ProActive takes the overall responsibility for a specific application, including:

• Maintenance
• Updates
• Bug fixes
• Changes
• Support
• Other inquiries

Would you also like to have access to our competencies? So let's have a dialogue about the possibilities of a service agreement that suits your needs.