PRMS ERP Solution powered by Datanational Corporation

Help Desk and Application Support

Around the Clock Staff

Help Desk and Application Support

With our many years of ERP systems experience in various vertical implementations, our application support team engages in a variety of client requested activities.  We provide business and IT consulting, systems and data integration, program and report development, special projects implementation, as well as IT help desk and application break/fix services. Our team is available even during the often critical period outside of regular business hours.

Application Support and Monitoring

Datanational offers Operating System/Hardware and PRMS Application monitoring and support around the clock. Our expert North American based staff is on duty (not simply on call) at all times during the day or night. 

24 hour coverage

Multi-tier System Of Front Line Responders

The way our proven solution works is by using a multi-tier system, consisting of the front line responders, Level 2 troubleshooting and Level 3 escalation.

At any time of the day (or night), you will find our team on duty ready to react and solve the problem.

Here is a Typical Help Desk Support Workflow

Help Desk Support

For urgent and emergency PRMS support issues, day or night, the PRMS Client is provided with Datanational direct dial primary and secondary phone numbers to use for immediate contact.

A Client PRMS Application user will contact their Level 1 IT Support Desk. A support ticket will be created and assigned to Datanational.

A notification of a new ticket, or any applicable updates to the existing tickets, will be forwarded to Datanational via a group email address.

Datanational Help Desk (primary support) will triage and if unable to resolve at their level, they will assign the ticket to Datanational PRMS Application Support.

During the initial onboarding and knowledge transfer timeframe, Datanational Application Support will contact the assigned PRMS Client Application Support person to coordinate the resolution steps.

Datanational will meet periodically with PRMS Client IT Application Support Management to review and monitor the progress of ticket resolutions.

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