Method

What is SEA?

SEA is not support; it means walking alongside customers so that they can solve problems, but above all, it means being close to them, on the lookout for new needs and proactively making proposals on how and when to take the next step, to always anticipate our customers’ customers’ demands.

The mission?

Helping our customers in the financial sector to meet their business objectives, evolving their IC-Banking platform in an agile and secure way, with the best user experience, through an excellent customer service.

This team, made up of specialists in the evolution and correction of solutions, aims to carry out activities that make it possible for software solutions developed according to business needs to be kept functional and updated.

SEA specialists are not only qualified in the different technologies on which the solutions to be maintained are built, but they also have specific technical / functional knowledge in said Customer solutions, which is essential in a large project, with code releases in different phases and taking into account changes with a global vision and in context.

Methods

The SEA area works under Service level agreement with predefined timings for each stage.

3rd Level Support

The SEA area is also in charge of providing third-level support.

Support levels required

1st Level
  • Customer Help Desk
  • Final User Service
2nd Level
  • Technical Specialists
  • Customer Support at 1st level
  • Customer Administration and ICB Operation
  • Infocorp delivery certification
3rd Level
  • 2nd Level Remote Support
  • ICB platform customer evolution