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Supporting our growing customer base in the Middle East |
CONTACT LEVEL FOUR MIDDLE EAST:
Tel: +9714 368 1808
E-mail: middleeast@levelfour.com
MANAGEMENT PROFILES
Issa Keshek joined Level Four in early 2006 as General Manager, Middle East.
Issa had previously held senior positions at Microsoft and NCR.
Issa Keshek
Click here for Issa's management profile.
MONTHLY PRODUCT FOCUS
The migration from OS/2 to Windows as the ATM operating System and the associated advent of the XFS standard, has introduced new challenges, thus emphasizing the importance of fast and frequent testing of the ATM application in the new paradigm.
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Click here to see how SAMBA is getting the most from ATM Developer from Level FourLevel Four Middle East
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LEVEL FOUR SUPPORT PROCEDURES
Over the last eleven years, Level Four has built an impressive customer base of banks and payments processors across the globe, including the Middle East region. Ongoing customer support is paramount to Level Four to ensure the smooth operation of our software with our customers. Our business is structured as a central product "factory" with our headquarters in Dunfermline, Scotland where our core product development function is conducted. Our regional offices in Maidenhead, Dubai and Miami are staffed with the post sale and implementation resources necessary to provide high quality services in the same geographic proximity.Operating from multiple regions, all our business units follow a unique set of procedures to offer the best of our services to the customers. At Level Four we have developed carefully planned software implementation methodologies and support procedures that match our business and are designed to meet our customer's needs. We continuously enhance these procedures to become more effective and enhance our relationship with our valued users. Recently, as a move to serve customers better, we have enhanced both our implementation process and support procedures. In this month's Product Update we want to highlight the support processes and how they positively impact you as a customer.
1st Level Support
Our new web based case logging tool has now been rolled out and is available to all of our customers across the globe, helping them resolve technical and operational issues as they arise. It offers improved visibility of a case as it passed through our support organisation to successful resolution. Customers are able to change the status of a case as problems are resolved. Customers can also elect to receive personalised reports to track progress of all outstanding cases.
Additionally, Telephone support is available to Middle East customers from our Dubai office.
Our support team can help in the following areas:
- Agreement with customer of the severity of the problem to ensure correct classification
- Guidance in locating information within the documentation for procedures that will resolve the problem
- Problem diagnosis and reproduction from locally stored mirror installations
- Logging an enhancement request
- Providing temporary workaround procedures to circumvent a problem until a fix/patch/maintenance release is available
- If a customer allows Level Four to provide a remote support capabilities, then our support consultants may dial in directly to assist in problem diagnosis/resolution
2nd Level Support
Once a problem has been diagnosed, and any fault found been reproduced, our technical consultants assist at this next stage. Where a problem is related to a configuration or scripting issue these can normally be resolved using consultants based within our Dubai support operation.
3rd Level Support
If a coding problem is found, this will be referred back to our product factory in Dunfermline, Scotland. We have dedicated resource within the product factory to respond to these issues, which are scheduled according to their severity
Product Roadmap
Level Four's product management function provides a transparent product roadmap which is published annually. Through our account management process, we provide an opportunity for customers to shape the future of the products. Customer feedback is essential to ensure we continue to build products that meet our customer's needs and expectations going forward.
For more information about Level Four's product management process please contact Issa Keshek
Additional Professional Services:
In addition to our standard customer support services, our Dubai office can provide a number of specialized professional services to our Middle East customers including:
- Training sessions can be scheduled for our customers to help you with new staff members. These sessions can be requested from Level Four as a professional service and can be delivered for Business or Technical Users. The services are provided by the Dubai office staff and follow a global curriculum used by Level Four around the world.
- Booking a specific number of professional services man days from Level Four's Dubai office to be used for specialized training or product related requests that go beyond the scope of the standard implementation as identified in the initial implementation phase. These days may be "drawn down" as required by the customer.
For the Middle East Region, our office is located at Dubai Internet City This office addresses our customers in the region by delivering these implementation and support functions. Any customization or localization requests are handled by our Middle East office through adherence to our defined methodologies and procedures as discussed in this bulletin. Our aim is to support our customers in the Middle East with a personal and relevant service and to demonstrate our commitment to our customers and the region.
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