Miamisburg, Ohio -Com-Net Software, a wholly-owned subsidiary of SITA and a leading provider of audio-visual customer communication systems, announced as of today at 5:00 a.m., the Dayton, Ohio Help Desk will be fully staffed 24 hours a day, seven days a week, on all 365 days per year. The Help Desk previously supported Com-Net customers during regular business hours with on-call pager coverage between 8:00 p.m. and 5:00 a.m. eastern standard time.
The Help Desk Team will additionally take on support for the SITA WorkBridge software suite on January 8, 2012 at 7:00 p.m., with plans to also handle support for SITA’s new Airport Management Solution (AMS) generation software product suite in Q1 2012. The AMS product suite will include: AirportCentral (Airport Operational Database), AirportResource Manager (Fixed and Mobile Resource Management), AirportVision (FIDS), AirportVoice (Public Address) and AirportOrchestrator (Collaborative Decision Making).
“We are excited about expanding our Help Desk hours and delivered services to our current customers, as well as SITA WorkBridge and SITA AMS customers worldwide. “The expanded hours will enable Com-Net to deliver more timely Level 1 call resolution than ever before,” remarked Com-Net Vice President of Operations Stephen D. Rohrig. “We are proud of our demonstrated performance of resolving 90% of all Com-Net Customers software calls through the Help Desk and we look forward to the challenge of delivering this service to our new customers as well.”
Com-Net Software’s enhanced global support service coverage is another added benefit of the robust maintenance contracts offered to Com-Net’s clients, as trained Help Desk Analysts will now be available all hours of the day. Com-Net has nearly doubled the Dayton Help Desk staff in preparation for the around-the-clock coverage. The Help Desk Team will work support issues as normal with escalation occurring as required.
“Expanding on Com-Net support services is a true winner for our North American and Global customers. It fosters higher first call resolution rates, thereby decreasing downtime to an absolute minimum for the Airports’ business critical applications. Globally, it underlines our innovative AMS solutions with Com-Net Software’s best-of-breed service practice,” said Benoit Duplay, SITA AMS Product Manager.