Blue support includes proactive monitoring to the customer's infrastructure using monitoring tools and three levels of support: From providing service desk assistance to end users, to technical support for applications, to architect-designed end-to-end infrastructure optimization solutions.
Clients are informed about the progress of the service in real time via a web interface. A monthly report summarising the level of infrastructure, the number of incidents resolved and recommendations for the future in light of the information found.
We will set up a single point of contact for all types of customer requests available 24/7 by phone, email and chat. Clearly display the current status of infrastructure and applications. We have many years of professional experience with real results and we perform monitoring proactively.
Blue support is primarily provided as a whole and consists of the following components:
Based on specific customer requirements, it is also possible to provide individual service components separately in cooperation with third parties designated by the customer (e.g.: delivery of monitoring and service desk service with subsequent transfer of customer technical support requirements).
Not only thanks to our long experience in the operation of critical information systems and applications, which require the latest technological infrastructure for their continuous and smooth operation, but also thanks to our experience in managing highly heterogeneous environments, our team has in-depth knowledge of the vast majority of technologies, systems and applications implemented in IT in small to medium-sized enterprises.
In providing our services, we follow the key processes of the ITIL framework, which we have implemented according to this standard, taking into account our best practices.
Efficiently set and continuously improved processes support us especially in:
Sample work process
Response time: 30 minutes.
Solution time: 4 hrs.
Characteristics of the problem:
Impact level: it is not possible to work and carry out business activities
Response time: 1 hr.
Solution time: 12 hours.
Characteristics of the problem:
Impact level: end users cannot continue to work
Response time: 8 hours.
Solution time: 1 day.
Characteristics of the problem:
Impact level: end-users may continue to work under restrictive conditions
Response time: 1 day.
Solution time: 3 days.
Characteristics of the problem:
Impact level: alternative solutions available.
Response time: 2 days.
Solution time: 5 days.
Characteristics of the problem:
Impact level: fully functional alternative solution available.
Implication for the customer:
Implication for the customer:
Implication for the customer:
Implication for the customer:
Implication for the customer:
Customers operating in 26 countries use our solutions and services.
We have helped hundreds of customers improve their processes and IT operations.
Thousands of users rely on us for their daily work.
We have worked millions of hours to create solutions for our customers.
