Support JRE Support
The JRE Help Desk Support Subscription Includes the Following Key Items:
24/7 JRE Help Desk
Provides the Warfighter assistance via toll-free phone number or a website form submission as well as email access to highly qualified JRE Subject Matter Experts (SMEs) who provide real-time technical assistance on all issues related to the operation and maintenance of JRE software and hardware. The JRE Help Desk SMEs have access to a complete range of Engility owned equipment (radios, crypto, JRE software/hardware, test and integration simulations and scripts) that permits them to reproduce problems in a closely simulated environment.
Direct Product Support
Support is provided using a collaborative support model. Issues can be assigned priorities and put into queues as they come in, either by a manual triage process or by an automated approach. This triage can take into account the severity of the issue, the difficulty to resolve and also the importance of a particular customer. SME's are able to resolve over 95% of the Warfighter questions and have direct access to Systems Engineers, Developers, JICOs and Test Engineers.
Return Material Authorization (RMA) Assistance. Real-time personal assistance to isolate hardware system problems and provide timely RMA approval for returning faulty hardware to the Engility facility for further analysis and/or repair.
Risk Mitigation & Management
Our Product Lifecycle Management System allows us to identify technology obsolescence because of product EOL and/or or security vulnerability analysis and proactively alert the customer of such issues through a notification system.
A key component to the collaborative support model is a state-of-the-art Product Lifecycle Management System that allows us to track product/customer history, bugs, RMAs, and provide suggestions for product enhancement(s).