SCL’s support program has been designed to meet the specific needs of the company’s various customers. This program enables customers to set their own priorities for problem resolution, and allows them access to SCL’s support help desks. The company maintains service workshops in Islamabad, Lahore, Karachi, Peshawar and Faisalabad. These repair facilities are all well equipped with the latest tools, gadgets, reference manuals and supplies needed for maintenance. Every service center has a staff of Customer Engineers for maintenance of hardware, and Systems Support Engineers for dealing with software problems. These engineers not only take refresher courses locally but are also sent abroad for specialized hands-on training in error detection, repair, troubleshooting and product upgrades.
A fundamental part of the story of our service success is the emphasis that we place on qualitative support. We strive to ensure that our customers continuously derive business benefits from their investment in our solutions. We have been able to achieve this by:
- Delivering very robust and stable applications that are reasonably self-sustaining.
- Designing an internal process that ensures prompt and qualitative support and response to issues that may arise from customer sites.
- Developing our staff competencies on our products and contemporary issues to prepare them to respond to your needs as they may arise.
We have put in place, a multi-channel customer support structure. You can always reach our support service consultants through dedicated telephone hotlines, email or by directly logging e-tracking reported challenges at our dedicated support : firstname.lastname@example.org
No matter how complicated or simple the issues are, they are promptly addressed so that your operations can go on smoothly. Where there are no immediate solutions to your reported problems, our pro-active Issues Management solution and processes assists us in bringing such issues to the fore, escalate them within our organization and ensure that you are regularly fed back on the resolution process till we solve your problem.