Assetminder is a cloud-based fleet maintenance and workshop management system that was awarded the prestigious Innovation Award at the recent 2017 Fleet Transport awards in Dublin. It was built ground up into a comprehensive platform. The previous version of the Assetminder application, known as Fleetminder, was designed and developed as a client-server application.The Fleetminder application has been adopted by enterprises across Ireland for fleet maintenance and workshop management. The support services for this application was initially carried out within the company.
Upon the successful launch of the application, Assetminder gathered traction and numerous enterprises signed up to obtain the service. Furthermore, majority of the existing Fleetminder clients migrated to Assetminder to reap benefits of the cloud-based application with upgraded features.To cope up with the traction received and to ensure a smooth transition, Assetminder Limited (owners of Assetminder and Fleetminder) required a strong team with the right expertise to provide support services for their clients.
Figure 1 : The Solution Architecture
Support queries are raised through the following methods by the end users
The level 1 support engineer analyzes the query raised to understand if the query could be resolved by
him/herself. This would involve the support engineer checking the list of FAQ’s or making required
If the query raised by the end user can be resolved by the level 1 support team, the issue will be resolved and communicated to the user through the channel used to contact the help desk. If further information is needed, the support staff will make a direct call to the end user and guide them through the process to fix the issue.
If the issue cannot be solved by the level 1 support staff (fixes that will need to be made at the code level) the issue will be escalated to level 2 support. In the meantime, level 1 support staff will maintain the communication link with the end user to get any further information regarding the issue or to update the user of the progress on the issue.
The level 2 support staff will fix the issue based on the agreed SLAs depending on severity. In situations where a production environment update is required, a new software build will be pushed during the early hours of the day in Ireland to minimize interference to live operations.
The following SLAs have been agreed with the client to provide the most optimal support to the end users