adoption services
& support

24/7 tier 1, 2 & 3 support and enhancements

technical/ functional SME support 24 x 7 x 365 response center build & test release
tier 1: Acknowledgment

Our Tier 1 service specialists respond within 1 hour of receiving a ticket to acknowledge and confirm the issue is being reviewed.

tier 2: Triage and resolution by SME

Modern applications rely on various intricate components, all working together seamlessly. One glitch can break down an entire system. Often, the issues that arise are complex and unique — and they can range from advanced features and pilot errors to product bugs and data-related issues.

That’s where 10Pearls’ Tier 2 service comes into play. Our gatekeeper service utilizes subject matter experts (SMEs) to identify and respond to your issues within 24 hours with either a resolution, workaround, or a delivery path. Our tier 2 process includes:

  • Communication Management
  • Relationship Establishment
  • Collaboration and Integration Assistance
  • Training
  • Testing
  • Release Assistance
tier 3: Enhancement specialist​

Tier 3 specialists include the creators, chief architects, or engineers who created the product or service and are generally our most highly skilled product specialists. This team typically also handles Change Requests.

Our Tier 3 service is designed to deliver enhancements based on the requirements following the Agile Life Cycle. ​

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