Somewhere in the world DNV Software is always on duty, finding the right solution to your request as fast as possible.

DNV Software continues to strengthen its 24-hour support service to better meet customer needs.

On 1 January 2005, the Global Technical Support team was created for supporting all products and solutions delivered by DNV Software. Since then a global support process based on ITIL Infrastructure Library – a de facto standard) has been implemented and improved to give better and faster support to our customers.

In recent years, DNV Software has gained many new customers on Nauticus, Sesam, and Safeti products; many new solutions are implemented at customer sites or as part of our ASP operation.
Although the support load has increased with 10 per cent in this period, the Global Technical Support team managed to solve 84 per cent of all cases within 72 hours in 2006.

To be able to give the best support with good response time to our customers, and at the same time maintain high technical competence, the team will continue to be strengthened with technical engineers and by building knowledge. Since the Global Technical Support team was created, it has increased by three engineers; two more will join us this summer.

With customers all over the world, it is important for DNV Software to build support globally and cover all time zones. To do so we have already strengthened the support in Greater China (Shanghai), and the next engineer to join us will be located in Houston. We will continue to build competence in all support hubs, to be able to solve as many cases as possible in first line support. In 2006 and so far in 2007, more than 80 per cent of all cases have been solved at first line support.

Another important reason for strengthening the Global Technical Support team is to be able to support all the new products and solutions released in recent years. They require a high level of competence, and more engineers are needed to cover them all. DNV Software’s ASP business has also increased over the past years. Consequently, support has been strengthened in this area. The Sesam and Nauticus products are now running on the Brix frameworks, and Global Technical Support is focusing on building up the necessary expertise to support the Brix frameworks.

At the end of 2007, DNV Software will have 25 technical support engineers covering 24-hour support from six hubs: Houston, Kaohsiung, London, Oslo, Pusan, and Shanghai.