Your software platforms never fall asleep
The scope of every project and customer requirements are unique. Hence, a personalized approach and a support model based on business objectives are a must. Requests and issues do not choose a day or time so we provide service to our clients in various working time schemes including, but not limited to, 8x5, 14x7 and 24x7. Typical 24x7 guarantees our availability at all times.
Several processes, a bunch of best practices. One reliable service
Securing continuity of your solution’s operation is crucial and done by instant reaction times. However, to successfully meet SLA targets we adopted and adjusted plenty of best management practices complying with ITIL guidelines e.g.:
Maintains effective use of information to shorten issue resolution.
Entirely transparent with purely holistic approach
Providing you with a user-friendly ticketing portal helps to easily track service requests and issues. All raised tickets are initially handled by L1 support.
This role belongs to the Application Support Team and enables them to stay close to your solution and see a larger picture in the context of the desired business outcomes. In case of complex issues or codebase changes L2, consisting of project delivery team members, is engaged.
Enhancing continual improvement with reports and performance metrics
Qualitative feedback given by clients is vital for building high class service. Nonetheless, its overall performance can be evaluated by particular quantitative and qualitative measures and KPIs e.g.:
Minutes in average to first response
Average time to workaround for P1 incidents
Average time to resolution for P1 incidents
L1 resolution rate
An alliance for building the stability
Metrics and logs generated by the application and infrastructure are invaluable sources of information about the state of the system. For the support team to effectively use this information, it is essential to select and configure monitoring tools properly. After it’s done by DevOps engineers it allows for detected anomalies to generate automatic notifications before a series of consecutive events could lead to an incident. Monitoring requires constant development and its efficiency poses a shared goal for both our Application Support and DevOps teams.