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REACTIVE SUPPORT
- providing Single Point of Contact support for managed customer systems
- resolving incidents to mitigate outages and apply necessary fixes
- facilitating customer requests to make changes and provision resources
- handling customer tickets within SLA-agreed timeframes
- maintaining redundant support contact channels:
web portal / phone / email / direct messaging
PROACTIVE SUPPORT
- identifying security and functional issues before they affect customer systems
- applying proactive fixes and changes to mitigate issues and prevent losses
- documenting issues and fixes in a customer-browsable knowledge base
- minimising impact of incidents by maintaining a range of self-service articles
- educating users on important procedures and policies