Application Support

PMC provides second and third-line technical support for IT issues and service requests, escalated from an internal or external Service Desk, in order to restore service and functionality of store and business systems

Why focus on managing what isn't a Core Competency?

All organisations today operate a multitude of systems and applications, legacy and leading-edge. Retail systems are handling high transaction volumes and often a plethora of promotions across tills and a range of in-store hardware. The requirement is for continuous uptime without service disruption or outage, but this can be difficult to manage when IT support is not a core competency.

Unplanned interruptions of service can result from system failures, typically due to poorly managed change, and hardware issues can impact software performance. When problems arise, organisations can sometimes struggle with the poor availability of capable staff, or discover that expensive internal IT resources are underperforming.

Rapid Response, full Control and swift Resolution

PMC can provide a fixed or flexible resourcing model to remain responsive to business requirements. Our 2nd line support engineers are in frequent dialogue with customers, enabling them to correctly understand any issues or concerns and more quickly resolve root causes. Our teams possess in-depth retail sector expertise and remain focused on problem resolution to ensure:

  • Rapid response and swift resolution of complex issues
  • Activation of a major incident management team, under a major incident manager
  • Expertise across all systems, including legacy retail platforms
  • Fast turnaround even in the event of a large volume of issues
  • Full control during changes in customer estates maintained by a Change Advisory Board
  • Root-cause analysis promotes a one-time fix approach to reduce incident recurrence

The performance of PMC Software and Application Support teams is subject to regular quality audits for ticket resolution and customer-specific SLAs and KPIs, such as the number of tickets completed per day. PMC Service Delivery teams provide our customers with detailed Performance Reporting, run monthly service reviews and receive monthly Customer Satisfaction Surveys tracking key deliverables.

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