System Support is the foundation level of Managed Services and provides frameworks and processes through which the service capability is delivered, measured and incrementally improved over time
Incidents/Critical Incidents can bring about unplanned service outages or impacts causing degradation to functionality. We remediate all incidents with a structured and scheduled approach.
Once a defect has been identified, our dedicated account management team will follow a series of set processes, incorporating: defect triage, corrective actions and remediation in line with client’s change processes.
We are committed to delivering software changes in a clear, controlled and effective way which align with the objectives of our customers and the expectations of their end users.
Where proactive measures have been unable to mitigate a Problem, our consultants can offer support via triage, technical analysis, impact assessment, investigation, escalation to Service Providers, diagnosis and resolution within agreed timeframes.
We proactively support our clients' IT infrastructure so they can focus on their core business and drive continual improvement