PROLIM’s Help Desk provide fast, reliable technical
support to resolve issues, minimize downtime, and
keep enterprise operations running smoothly across
applications, systems, and users.
Key Capabilities
Comprehensive help desk support for faster issue resolution and user satisfaction.
User Support & Ticket Management
Centralized support for issue logging, tracking, escalation, and resolution.
Application Support
Troubleshoot enterprise applications to maintain performance and business continuity.
Remote Technical Assistance
Provide remote support for users, systems, and operational issues across locations.
Incident & Problem Management
Identify root causes, reduce recurring issues, and improve service reliability.
SLA-Based Support
Defined response and resolution timelines to ensure predictable support delivery.
Monitoring & Escalation
Continuous monitoring with proactive escalation for critical business issues.
Key Performance Indicators
Measure service quality through response times, resolution rates, and user satisfaction.
Resolution Rate
The primary measure – what proportion of tickets are resolved within the agreed response and resolution time for their severity level.
SLA Breaches
Number of tickets that exceeded the agreed response or resolution window – with root cause review and corrective action for recurring breaches.
Repeat Incidents
Tracking recurring issues of the same type – a high count signals a systemic problem requiring a permanent fix, not repeated workarounds.
Post-fix Failures
Issues that reopen after being closed – measuring fix quality and whether solutions are robust enough to hold in production.
Effort & Time
Average engineer hours and elapsed time to resolve tickets at each severity level – used to benchmark efficiency and resource planning.
Why PROLIM
Reliable support services backed by experienced teams and proven processes.
- Faster Issue Resolution
Reduce downtime with responsive and structured support processes. - Skilled Support Teams
Experienced technical teams supporting enterprise environments and applications. - Scalable Support Operations
Flexible support models for growing business and user requirements. - Improved User Experience
Deliver consistent support experiences across teams and locations.
Reporting
Providing visibility into service performance, trends, and support metrics.
Weekly
Overview of open, resolved, and pending tickets, SLA compliance, and escalations.
Monthly
Reports on ticket volume, resolution rates, SLA breaches, repeat incidents, and effort metrics.
Quarterly
Executive-level review of KPIs, trends, improvements, and service roadmap discussions.
Raise a Support Ticket
Submit and track support requests through a streamlined service process.
Online Portal
Log in at
https://helpdesk.prolim.com/login.php
using your registered email to create, track, and manage support tickets directly.
Email Support
Send your issue to
customer.support@prolim.com
a ticket is automatically created and assigned to the relevant engineer.
Phone Support
Call our support team directly for urgent or critical issues requiring immediate attention.
+1-214-227-6535
+91-80-23471508
