Service Level Agreement
Timing activity: rigid or flexible?
Definately rigid in the case of deadlines regarding administrative regulations of fiscal and technical nature. Flexible, if the Customer requests accountance as well as periodical meetings tailored to his own needs.
Our digital catalogue and report are available online h24 7/7 What Management Information System do we use? Odos Group has a really advanced proprietary management software. It is based on work-flow purposely designed for a specific market and organized in specific Business Process Management, which guarantees the maximum quality in terms of scheduled and digitally tracked operations.
What Computer Management System do we use?
Odos Group has an extremely advanced proprietary management software, based on work-flow designed for the specific market and organized in a Business Process Management, that guarantees maximum quality assurance in terms of operations that can be scheduled and traced digitally.
How do we communicate with you in case of technical and real estate problems occurring outside office hours or during holidays?
We guarantee continuous availability through our toll-free number giving the Customer the opportunity to communicate directly with managerial and / or technical personnel without secretarial services and,above all,without wasting time. Our Toll-free number is always available, to give rapid response to mall centres with the maximum extension of time.
How do we preserve your documents? How can you log in?
We have digitalization embedded in our DNA: our information platform is always available, it includes all digitized documentation, and contains all the certified replacement storage of tax documentation. Our Technological infrastructure is shielded by a data protection plan from the company’s Disaster Recovery Plan.
Third parties and transparency in purchases
How do the purchase processes take place? What are the guarantees for the Customer?
The processes of purchase of the services are based on the competitive comparison of market. The technology of the dedicated web portal and the procedures that have been in place for some time now guarantee transparency (equal conditions and information for all participants) and allow to obtain the best conditions not only economic but also, and above all, qualitative, because they are based on specific SLAs.
The response to requests
What is Odos Servizi’s approach to requests for clarification and information?
Providing answers to requests, especially in situations of criticality and timing compression, may require special care and attention. Our staff, at all levels, is the guarantor of the progress of the processes and of the management of the information related to the taking in charge and resolution of the problems, in a view of empathy towards the Customer and all the Operators and bearers of interest.