People

We have assembled a team of highly professional and talented people to deal with our customers' support needs.

• Troy Shean is Global Support Services Manager. Troy joined iSolutions in early 2010 and brings with him over a decade of experience in account management, testing and running product support organisations.

• Diego Sing is an AMT Support Analyst. Diego has a strong IT background and experience working in large service organisations. His role at iSolutions is to provide hands-on support to customers and QA for AMT product releases. Diego also speaks and writes Spanish fluently.

• Koushik Nagarajan is a Systems Engineer. Koushik has worked with iSolutions since 2005 in various roles – Developer, Deployment Consultant, Systems Engineer. Because Koushik still plays a role in AMT product development he has extensive "insider" knowledge of AMT.

• Maroun Abou Maroun is a Systems Engineer. Maroun has extensive IT industry experience and has worked previously as Support Analyst, QA Engineer, Technical Consultant and Solutions Architect. He brings SQL Server DBA, Windows Server administration and network technology skills to the team. Maroun holds current Microsoft SQL Server certification

• iSolutions also has a pool of knowledgeable Maintenance Consultants who have a wide variety of industry experience. iSolutions Maintenance Consultants understand your business, and are utilised by Global Support Services to ensure you have access to the expertise needed to get the most out of AMT in your organisation.

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Processes

The best people need good processes to ensure reliable service delivery. iSolutions Global Support Services has a set of agile processes to ensure fast response and problem resolution.

• Every issue will be acknowledged within 4 business hours

• A support telephone number is available 24/7 for critical issues

• Issues are directly routed to experts who are highly proficient in resolving AMT issues

• IT Systems Engineers are available for IT-related issues

• Registration of enhancement requests

• Developer support is available for high complexity issues or product defects

• Customer is notified whenever issue status changes

• All AMT support issues must be logged online: this ensures you take advantage of optimised support processes and builds a searchable "knowledgebase" of resolved issues

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Technology

iSolutions Global Support Services has chosen a web-based tool to underpin all support processes. This tool provides a range of features to streamline the provision of support

• Online tracking of the status of support issues

• Searchable history of all issues raised

• One central location for all issues and requests

• Email acknowledgement of issue progress

• User prioritisation of issues

• Improved internal iSolutions support workflows

• Searchable Product Knowledge Base(Wiki)

• Support issues can be logged in English or Spanish

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Future Initiatives

iSolutions Global Support Services will be making additional resources available to help you get the most from your AMT deployment in the near future. This includes AMT user documents, AMT training presentations, AMT user forums and news on future AMT product development. If you have a current AMT support agreement, you will be automatically notified once these items are accessible in your Global Support Services Portal.

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Feedback

iSolutions encourages customers to give us feedback so we can improve the products and services we offer. If you have ideas on how you think we can improve (or if you just want to let us know how we are performing) please do not hesitate to contact us.

To get started

Customers with an existing AMT support agreement can immediately take advantage of support provided by iSolutions Global Support Services. Your nominated AMT Support Administrator should have received login details for your organisation in a separate email.

To get started, browse to http://support.isipl.com and login.

Support Contact Details