Seamless Integrated Support
Applications and infrastructure are a significant investment towards business success. To capitalize on these investments companies need support that maximizes system availability and optimizes performance.
Our Integrated Operations Center (IOC) is well beyond a help desk. We4 deliver around- the-clock support for faster problem resolution. And even better, we can scale service solutions to meet specific business needs.
Our IOC engineers possess several technical certifications and are focused on providing a superior customer service experience which translates into an industry-leading First-Tier Resolution (FTR) for our customers.
Our comprehensive support model incorporates ITIL and COBIT best practices allowing us to adhere to any compliance needs that business may have. Combined with our best in class SLA, our IOC support services routinely receive excellent customer satisfaction ratings.
- Service and Incident Management
- Transparency and Audit Reporting
- Simplified Asset Management
- Service Level Escalation
- Customer Portal (S24 CloudLink)
- The IOC scores an average of 98% on customers satisfaction surveys.
- The IOC resolves 97% of service request tickets within 5 business days.
- The IOC responds to an average of 94% of all service tickets within 20 minutes.
- The IOC responds to an average of 88% of all incoming calls within 60 seconds.
Learn more about our industry-leading support.