Operations and effectiveness 24 hours, 7 days a week
Operational Continuity of IT Solutions
Operational continuity and technical support ensure that the levels of infrastructure and transactional support on any of the platforms we represent are always operational and available, and that in the face of a possible presence of critical incidents an effective diagnosis indicating the need for a total or partial change of a configuration, data or program can be established. Support for operability and issues correction should be addressed with minimal impact to users and within previously defined as acceptable timelines. These agreements are known as Service Level Agreements (SLAs).
CSCorp offers its customers an on-site or remote support service that allows professional support and advice in their operational continuity, once any of our solutions have been implemented. Cases and incidents are dealt with in accordance with the provisions of the SLA, through the channels and monitoring tools previously defined, with a proven methodology and guaranteed satisfaction.
The features of the service offered by CSCorp make it highly competitive and interesting for organizations that need to reach their full potential:
- Structured model in a service baseline for corrective and evolving support.
- Front of consultants composed by levels of dedication equivalent to a resource assigned to full time (FTE) covering the modules and processes required.
- Standard incident service procedures amongst projects
- Ability to respond with the planned resource allocation in the face of demand growth.
- Corrective maintenance: diagnosis and resolution of functional and technical defects of the application.
- User support: attention of specific inquiries and requests for information for the transfer of knowledge to users.
- Emergency service (on-call): attention to the requirements by severity levels, i.e. those that stop the operation of the business reported outside the hours of incidents support.
- On-demand service: Additional application development services comprising two components:
- Preventive maintenance: proactive service focused on proposing improvements and changes to configuration and programs.
- Evolutionary maintenance: incorporation of new functionalities in the modules in operation.