Help Desk System and Application

BRAIN FORCE provides Help Desk services utilizing either client dedicated facilities (personnel, logistics, network, server) or a shared environment between users. Services are provided using the Best Practices, defined and implemented by BRAIN FORCE which ensures maximum reliability and flexibility to users.

The services provided by BRAIN FORCE Help Desk System and Application team are:

• 1st level Help Desk available in Italian and English

• Second level Help Desk

• Escalation procedure

• Application Maintenance (corrective, perfective, adaptive, evolutive, special)

• Ordinary and Extraordinary Availability

• User management

• SLA Management with other providers


All Help Desk services can be provided according to user needs. HD availability can range from regular working hours to a complete service of 24/7/365 (24 hours a day, 7 days a week, 365 days a year).

Help Desk services are provided according to the conditions of the SLAs. Clients will be regularly provided with documentation as to any change(s) in the SLA conditions. This applies as well to SLA’s with Second-Level Help Desk suppliers .