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Complete peace of mind with Y Soft Support Services

Y Soft Corporation, YSoft SafeQ
Radek Štencl
VP, Global Solution Services
Customers identify support services on a global scale and access to local experts as key criteria for choosing a partner.[1] At Y Soft, we deliver excellent customer support and strive to provide a premier complete customer experience.
With Y Soft you get the most from your investment to support your ongoing business objectives.  Whether you consider, implement or already use Y Soft solutions, we always have something for you. Here are the key elements of our pre-sales, post-sales and partner education services that help guarantee excellence every time.
 

Discover – Design – Deploy

We are proud to have designed global solutions for some of the world’s largest and most famous brands. We appreciate that every customer’s print infrastructure, requirements and expected ROI is different. goe-loop-web.jpgFor this reason, we created the YSoft Global Operational Excellence™ (GOE) Framework, a comprehensive, closed-loop project management service that supports our customers and certified partners throughout the decision and deployment experience and beyond.

The GOE Framework consists of a set of procedures, processes and ongoing proactive support. Our step-by-step approach ensures a seamless and efficient discovery, design and deployment process that is delivered on time, on budget, minimizing disruption to your day to day operations and ensuring ROI is fully achieved.

Since GOE was put in practice, on average, deployments completed 27% faster. That means less resources invested into the implementation and subsequent support of the solution on your side, quicker appreciation of the solution’s benefits, and therefore significantly increased value.
 

Unparalleled Service Level Agreements

When the solution is being implemented or is already operational, you want to make sure any potential disruption to the service is resolved quickly. You don’t want promises. You want guarantees. That’s where Service Level Agreements (SLA) came into play. Y Soft has worked with customers and partners to create world class service level agreements that balance your requirements with your budget. It is inevitable that your print environment will change over time – Windows Server updates, security measures,  growth in the number of users or expansion into other locations – your print environment needs to be serviced, maintained and adjusted on an ongoing basis.

In addition to a Basic SLA, which comes as a standard for every installation and where we provide customer requests guaranteed response and solution times, we also offer premium options in Silver, Gold and Platinum SLA. With premium SLA levels, you get faster response and resolution times and Proactive Care, where potential issues can be pre-empted ensuring the continuous health of your print, scan and copy environment. Remote monitoring of your disk, memory and CPU is an option that helps relieve your IT resources.

Our team is spread across the globe so in the event of an incident, you have complete peace of mind that highly skilled, local experts are working 24/7 to resolve issues. Y Soft offers customer services in two ways:

 

  • Indirectly – where Y Soft provides support to a Y Soft partner. Y Soft Partners are typically the multifunction provider or their authorized resellers.
  • Directly – where we deliver support directly to a customer.

Since most of our support is delivered to customers through a Y Soft Partner, let’s look at how we train and certify partners to deliver the excellence we require.

 

The team from Y Soft was professional and had a customer first approach. We experienced quick responses to our needs and suggestions.
CEZ Group

 

Partner Education

We are enthusiastic to share our knowledge in a way our partners need and enjoy. According to feedback, participants evaluate our trainings as “the best in the industry”. Our YSoft eUniversity, which offers various levels of expertise across sales, solution design, technical services, operations and support competencies, assures that our partners can advise you at every stage. Our certified training program guarantees that our partners can:

 

  • Offer you the right YSoft SafeQ Suites or modules to address your specific challenges and needs
  • Design solutions according to your specific requirements to ensure full functionality is achieved within your print environment
  • Ensure accurate and expeditious deployment, supported by the YSoft GOE Framework
  • Provide excellent end-to-end service and support.

 

To find out more about our Partner University, read our Knowledge is Power article.
We work with customers and partners to continuously ensure our support delivery model and our support services are focused on delivering what you need, how you need it and when you need it.
 
Found out more about our support services. Any questions or feedback, we would love to hear from you.

[1] Quocirca’s 2018 Managed Print Services Landscape, A vendor analysis of the global enterprise MPS market

 

Radek Štencl
Radek Štencl
Radek is responsible for global customer support and is an advocate of the customer experience. The Customer Support Services team of solution architects, technical consultants and education specialists implement and support Y Soft solutions. When not looking after customers and his team, he builds houses, grows apple trees, creates paintings and shoots documentary movies.
 
View all posts by Radek Štencl

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