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Vision and Mission
Vision
To be recognized and valued as the regional leader in Capital Markets software solutions and related services as well as a top provider of turnkey information systems and engineering solutions in Egypt.
Mission
Our mission is to
  • Produce high-quality, low cost, easy to use proprietary software solutions that incorporate high technology with an emphasis on Capital Markets
  • Translate advanced technologies into value for our customers through our professional solutions and services.
We focus on people, whether it is our our-long standing relationships with satisfied clients, many of whom have been our loyal clients for decades or our dedicated staff committed to providing outstanding customer service.
TEA Computers Support Scope of Services
  • Hardware, Network, Operating System and Software Support
  • Remote support by phone or email or a remote tool
  • Online remote support via dedicated DSL line
  • On Site support when required
  • Helpdesk service

Helpdesk service via
 
  • Dedicated Support phone lines (separate from other company lines)
  • Call Tracking Call recording and Monitoring via I-listen: a comprehensive call recording and monitoring solution.
  • Case (Incident) Management and Tracking customer service through MS Dynamic CRM. Case management, automated routing and queuing of calls for resolution, escalations or re-assignment.
  • Multi-tier Support system
  

 
Multi-tier Support system
 

Tier 1:
Help desk operators provide general directory information and route incoming calls to first line support or support queues.

Tier 2:
Majority of cases resolved by first line support, who close case and update with documentation of the solution to allow other support to reference in the future. If the issue needs to be escalated, it will be updated, noting what was attempted by the first level support and dispatched to second level support.

Tier 3:
Second Line support is formed of product engineers/developers or highly skilled technical support staff of the product.

  
 
   
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