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Support
The tools and processes of the following support services are applied for problem detection, correction and
troubleshooting activities in all applications developed and made available to customers.
• Support Tools
o JIRA Based Service Desk Platform
o Phone/video calls
o Receiving and saving requests sent via e-mail
• Support Processes
o Creating and maintaining detailed information for the user's self-service
o Resolving usage issues and minor issues, escalating more complex issues
o Troubleshooting and routine application maintenance
o Troubleshoot code and database level issues
o Software customization, adding new features, application integration
o Management of application infrastructure
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