Operations and Maintenance Services
Service Process Framework
Scope of services
Fault single contact
Dedicated helpdesk staff, multilingual support available
Remote support
Efforts to solve clients' issues by means of remote connections, improving first call resolution
Service requests/Logging and dispatching of faults
Recording of incidents, resolution solutions/points and assignment to the appropriate resolver
Working time coverage
Coverage of standard working hours, also 24/7 available on request
Standard service reporting
Provide relevant business volume statistics, service metrics, performance etc.
Service promotion/adoption
Assistance in adjusting client expectations, changing their habits and helping to promote and adopt new solutions
IT Operations and Management
Through the combination of personnel, technology and workflow, we achieve standardization and normalization of the IT management process, forming an integrated platform for IT O&M management. It helps clients to increase productivity, reduce costs , improve service levels and customer experience.