Extended hours for GEOVIA Technical Support – Following the sun to serve you better

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Today’s post comes from Martina Barnett, our Mining Technical Customer Support Manager.

GEOVIA Technical Support is now available 24x5 via global Centers of Excellence.

The GEOVIA Technical Support and Services teams recently rolled out a new process designed to provide our clients the technical help you need, at the level you need, no matter where you are based or when assistance is required.

Throughout the standard work week, Technical Support is now available 24 hours a day for clients logging tickets online.

Using our current support systems, we’ve implemented a ‘shift handover’ process for technical support tickets that allows us to better serve our clients. As support request tickets will now “follow the sun” around the globe from one Dassault Systèmes GEOVIA Center of Excellence (COE) to the next, you are guaranteed your ticket will be addressed more timely and more efficiently. As long as one GEOVIA COE in the world is open, technical support is available to all global clients, regardless of your geographical region.

This new system allows GEOVIA to maximize the strengths of our regional COEs (co-located in time zone, local knowledge, language, etc.) and leverage the skillsets of our global Support and Services personnel, ensuring the most qualified staff is addressing your issues.

The impact to our clients is twofold.

For complex ‘How To’ or workflow questions, you can still talk to the person you originally met at our offices—in your time zone and in your language—and know that, even if that person cannot solve your support issue personally, they will pass the query to the next appropriate Support team to resolve the request. The GEOVIA regional contact will either act as a go-between for you and the GEOVIA subject matter expert (SME), or handover the support case to the SME, who will communicate directly with you, if language and time zone overlap permits.

For technical questions logged at the end of the local business day, after hours, or even during public holidays, it is no longer necessary for you to wait until the regional GEOVIA COE opens for the issue to be actioned. A product-specific email (published earlier this year and available on our Support portal) will trigger the creation of a ticket that will be added to a global queue.  The Technical Support or Services resource(s) scheduled to provide support in the next regional COE will respond to tickets during their work day. This provides improved support coverage to both our shift working clients and those of you working on a deadline.

All support tickets actioned outside of your home region will be handed back to that region for follow up on the next business day. This ensures that the personnel with the most appropriate skillsets is put in contact with you, no matter where you’re based, while still building on our local relationships and presence.

Looking for more information on the changes to GEOVIA Technical Support and Services? Visit the GEOVIA Support Centre for all the latest news. 

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When mining companies seek to increase mine productivity, they turn to Dassault Systèmes for technology and services. It is home to world-renowned and award-winning mining solutions and to industry thought leaders who are pushing the boundaries of what’s possible in mining, through the GEOVIA brand. The largest global supplier of mining software, GEOVIA delivers comprehensive solutions in all major mining centers in more than 130 countries at over 4,000 sites.
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