Level One Product Support Wipro BSM provides First Level support for all your Remedy products. Our support operations run 24 hours a day, 7 days a week, 365 days a year because we know how important reliable support is to your mission critical applications. Wipro BSM prioritizes and resolves your product questions in an efficient manner while documenting any information associated with problems, resolutions, incomplete or incorrect manual contents. We actively participate in providing feedback to the vendor on product weaknesses, special client requirements and training feedback to help improve the products.

Features of Wipro BSM Support

• Support Center availability from 5:00 am to 7:00 pm Monday - Friday Pacific Time (excluding WIPRO Published Holidays). Availability may be upgraded by purchasing Premier Plus support.
• 24x7 Web Self Service site for self help, ticket submission and to check ticket status
• Communication methods include Web, Email and Phone Supplemental one-on-one telephone and email assistance from a Wipro BSM Support Analyst for 8 hours/month
• Access to latest product version, releases and maintenance upgrades via vendor support site.
• Access to all product patches, fixes, releases of owned via the web, with current support contract ID
• Onsite Services, if required

Benefits of Wipro BSM Support

• As your implementation partner, we intimately know all the nuances of your environment including any customizations, integrations and your specific business goals tied to each system
• We understand your business needs and how that influences technology
• Client definition files are stored at our location to assist with any workflow issues
• Remedy product expertise through active participation in user community and BETA programs
• Access to Remedy Global Support Knowledgebase, and an active contributor to its development
• Access to Remedy 3rd and 4th level support to quickly escalate appropriate issues

Wipro BSM Support Matrix