We strongly believe that effectively determining the priority of incidents and subsequently resolving them will result in increased availability of critical services and efficiency of service delivery. We prioritize incidents based on business impact of the issue.
Very High Priority (P1): The problem has very serious consequences for normal business processes or IT processes related to Organization's core business processes
High Priority (P2): Organization is going through a business impact however the business can still perform some of its tasks without any issues
Medium Priority (P3): The business impact is least however there is some functionality loss which is adding on to some issues for your organization
Low Priority (P4): The problem has little or no effect on normal business processes
Our focus is seamless transition of taking over service delivery responsibility from either the Client or an incumbent vendor. Our approach starts with Maintenance planning, which includes: determining the maintenance effort, determining the current maintenance process, quantifying the maintenance effort, projecting maintenance requirements, and developing a maintenance plan.
- Level 1 customer team identifies the ticket and analyses the issue
- If it's a new incident then it will be assigned to the respective technical personnel available on call. Otherwise, the customer representative informs the client about the status.
- If it is a very high/high priority incident then the technical personnel notifies concern client Manager, who verifies SLA and informs the deadline to resolve the issue.
- Technical personnel performs initial diagnosis and checks for any information in knowledge base.
- If information is available then he/she focuses on issue resolution otherwise investigates and diagnoses the issue and then resolves the issue
- If client is satisfied with the issue resolution then the ticket is closed otherwise further investigation and diagnosis is performed to resolve the issue.