Est. 2023
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Customer Services
Customer Services
We employ a phased approach in delivering services and solutions that align with the specific business requirements of our customers. Our journey begins with Expert Consulting Teams, who meticulously assess the business requirements and desired outcomes crucial for our customers' success. We then formulate contracts and agreements, measurable against these outcomes.
With decades of experience in the ICT environment, our comprehensive range of services is designed to be agile, adapting to the dynamic technology landscape and evolving customer demands.
Our service offerings span various options, catering to everything from Day-to-Day Operations to Consumption-Based models, allowing for flexible pay-as-you-use arrangements.
For transitions and transformations, we specialize in delivering variable workloads to Cloud and similar platforms, with a focus on minimizing costs.
Operating on a global scale, our services adhere to standards-based ITIL processes and procedures, ensuring efficiency and reliability in our solutions.
NOC / SOC
NOC / SOC
Our service desk operates around the clock, 24 hours a day, 7 days a week, 365 days a year, consistently providing support every year. To align with customer needs, we've integrated our Network Operation Centers (NOC) and Security Operations Centers (SOC) to efficiently handle day-to-day operational tasks. Both network and security services are delivered seamlessly from these unified centers.
Level 1 - 2 - 3 Engineers
Level 1 - 2 - 3 Engineers
What sets our Service Desk apart is its unique feature of offering immediate support and remediation through our skilled support engineers. Unlike simply logging calls, our service desk support staff is proactive, providing on-the-spot troubleshooting and assistance. The first line of service (Level 1/L1) is well-equipped with the necessary skills to deliver immediate support and remediation.
Within our service desk, Level 2 services are seamlessly integrated. If a challenge cannot be resolved at the L1 level, it is escalated to the L2 engineer, who employs more advanced troubleshooting methods to address the issue.
Additionally, our service desk includes Level 3 engineers as part of its functionality. Specific L3 engineers are assigned Support Desk duty on a day-to-day basis, ensuring that immediate L3 support is available to customers when needed. These dedicated L3 engineers focus on service desk functions during their scheduled periods.
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