The Delivery Model

After you sign up with Bobcares, our Support Engineers work on the following Delivery model.

The Delivery model works for you like this.

Customer sends an email to support@yourcompany.com which forwards to your Ticketing system.
A notification email from your ticketing software triggers an alarm in Bobcares Internal System.
Within 1 hour, the Engineer in your team will respond to your ticket, if it can't be resolved straight away.
A Level 2 engineer will resolve the issue within 6 hours. In many cases, resolutions go much before that. Yet Bobcares guarantees a resoution within 6 hours, so that we can be sure that we do it all the time.
All responses and resolutions are made via your ticketing system to ensure transparency.
Should any sales queries come in, Bobcares engineers will escalate these to you or your designated staff.
Bobcares Quality Manager and her team of Quality Analysts check through hundreds of tickets every month to make sure that all tickets follow our Minimum Quality Standard (Bobcares is ISO 9001:2000. See ISO 9001:2000 Certificate)