MANAGED SUPPORT SERVICES

CyberM was the first local Hong Kong technology firm to attain ISO 9001 in 1997. We provide well-defined, customized support services to meet your unique retail requirements.

Based on client needs, we tier our service level responsibility and commitments, customer response and resolution times, criteria for issue escalation, time coverage (24/7, weekends, holidays, night shift) to provide the most cost effective managed support services package. We offer a 3 tiered approach to our clients:

- Tier 1 support from customer support engineers through our Asia partner network provided in local language support to document and identify customer issue and sort through possible straight forward or simple solutions.

-Tier 2 support from CyberM technical support engineers provide on-line troubleshooting and analysis to resolve complex issues which may include onsite hardware/software installations/replacements, diagnostics and use of remote access tools.

-Tier 3 support from CyberM technical support specialists provide expert level trouble shooting and analysis methods to resolve the most complex, new or unknown issues. In rare cases, this will be brought to the development team for resolution.

DELIVERY SERVICES

We have worked with hundreds of clients in the retail industry. Combined with our proven approaches and methodologies, we leverage on our extensive experience to deliver you cost effective consulting and implementation services to optimise your business processes and deliver you optimized technology solutions.

Implementation

Our industry experienced functional and technical consultants and project managers follow best practice implementation methods to deliver technology solutions with expected benefits, costs, scope and within timeline. We have identified some of the key best practices as follows:

-Build a business case
-Defined purpose and attainable goals
-Executive sponsorship
-Understand key requirements and business processes
-Project management methodology (prepare, plan, analyse, design, construct, deploy)
-Resource commitments -Early planning
-Invest in training and change management

Education

For our technology solutions to meet the objectives of our clients, it is critical for the end users to develop the skills and knowledge to properly use it effectively. End user adoption is critical to the successful delivery of our solutions-this requires proper training and education. We have a comprehensive resource of educational tools and training courses to provide customers with an effective training program that can be tailored to each customer s specific needs.

-Onsite & remote classroom training and interactive sessions
-Technical and end-user reference guides
-Online learning resources

Physical Installation

Through collaboration with our hardware partners in Asia, we are able to seamlessly integrate the purchase to final delivery and installation of all hardware and infrastructure components into our overall project implementation plan, from one point of contact, to provide timely delivery anywhere in Asia to meet the objectives of our customer s regional requirements.

Localization

CyberM s experienced team of consultants, analysts and programmers can develop or modify our existing applications to meet specific user and technical requirements through enhancements, extensions and other add-on functionality. Some common customizations have included workflow changes, industry or country specific financial and tax requirements & reporting, API s to payment processing & billing systems, and other 3rd party systems.