The purpose of Blue Support is to ensure a high availability and fast response of applications, thus ensuring continuous and uninterrupted operation of the customer's business and its users productivity.
Blue support includes proactive monitoring of the customer's infrastructure using monitoring tools and three levels of support: From providing service desk assistance to end users, through technical support for applications, to an architect-designed comprehensive infrastructure optimization solution.
Informing clients about the progress of the service in real time via a web interface. Providing a regular monthly report summarizing the level of infrastructure, the number of resolved incidents and recommendations for the future considering the information obtained.
We will set up one contact point for all types of customer requests available non-stop by phone, e-mail and chat. Clear display of the current state of infrastructure and applications. We have many years of professional experience with real results and perform supervision proactively.
Blue support is primarily provided as a whole and consists of the following components:
Based on specific customer requirements, it is possible to provide individual components of the service separately in cooperation with third parties designated by the customer (eg: delivery of monitoring and service desk with subsequent transmission of customer technical support requirements).
Not only thanks to many years of experience in operating critical information systems and applications, which require the latest technological infrastructure for their continuous and trouble-free operation, but especially thanks to experience gained in managing highly heterogeneous environments, our team has deep knowledge of the vast majority of technologies, systems and applications implemented in IT in small to medium-sized businesses.
When providing our services, we follow the key processes of the ITIL framework, which we implemented according to this standard, using our experience.
Effectively set and constantly improved processes support us in:
Demonstration of the work process
Response time: 30 min.
Resolution time: 4 hours.
Characteristics
Level of impact: Impossible to work and perform business activities
Response time: 1 hour
Resolution time: 12 hours
Characteristics:
Level of impact: End users are unable to continue working
Response time: 8 hours
Resolution time: 1 day
Characteristics:
Level of impact: End users are able to continue working with limitations
Response time: 1 day
Resolution time: 3 days
Characteristics:
Response time: 2 days
Resolution time: 5 days
Characteristics:
Consequences for the Customer:
Consequences for the Customer:
Consequences for the Customer:
Consequences for the Customer:
Consequences for the Customer: