Deda Stealth undertakes to provide support for the remote Services coordination and Service level verification. AMS proposition is flexible and can be tailored to your requirements. We can provide AMS solutions covering all aspects from SPOC (Single Point of Contact) to Full Outsourcing. It is based on levels and it can be provided on specific applications (e.g. Stealth® The Fashion Platform) or on infrastructure, network, hardware and base software (Microsoft Office & Windows).

AMS: Structure

• SPOC: operating 24Hx7D, multilingual, > 100 people dedicated to receiving, inspection, first resolution and routing;
• APPLICATION MANAGEMENT: > 40 people of Dedagroup Stealth dedicated to support and assistance on customer application environments;
• SYSTEM MANAGEMENT: > 100 people dedicated to monitoring and solving technical system problems

AMS: Assistence Services

SPOC

• Raise a Ticket request
• Perform a diagnosis and resolve the problem where possible or forward to Second Level 
• Remote connection to provide direct assistance
• Update the ticket
• Close the Ticket and document the resolution

SECOND LEVEL SUPPORT AND ASSISTANCE

• Raise a Ticket request
• Perform a diagnosis and resolve the problem where possible or create a Change Request when required in less than 2.5 hours
• Remote connection to provide direct assistance
• Update the Ticket
• Close the Ticket and document the resolution

EVOLUTION SUPPORT