Typically business enterprises have dozens of applications and software products in use at any given time. Which means that IT departments must respond to users with a wide range of technical skills and a spectrum of support issues. However, your IT teams could be focused on multiple high priority projects and stuck in supporting new applications. This results in increasingly frustrated users and an organization that operates below peak efficiency.

Wipro's help desk, technical support and engineering support services enable companies to focus on priority issues by leveraging Wipro to support the shrink-wrapped software that they have deployed within their organization.

Wipro's support services programs can be easily tailored to provide the precise level of support your organization needs based on the skill set of your user community. Wipro provides a three layered approach model for support services:

	Wipro-Spectramind - India's largest 3rd party call center services provider
	Over 6000 agents handling large call volumes
	Large customer base including several fortune 500 customers
	Dedicated & established call center hardware and software infrastructure
	Centers in Mumbai & Delhi
	Script based & ticket based
	In bound and out bound calls

	Un-resolved tickets from L1 gets addressed by technical teams
	Response time driven support
	Mostly out bound calls
	Teams work with customer's knowledge base
	Dedicated teams handling average 10 calls per day per engineer
	Teams act as front end to filter calls to be sent to maintenance teams

	Product installation and support
	Ongoing maintenance support
	Troubleshooting
	Usage support

	Calls of high and medium severity that require bug fixing
	L3 starts with KAP phase before taking complete ownership
	Involves highly technical teams to respond with bug fixes & patches
	Well documented SLA's for response times and quality of deliverables