Monitoring and Service Desk
Systems are monitored continuously against defined thresholds, with alerts routed to engineers rather than queued for business hours. Response and resolution targets are set per service in the agreement, not stated in general terms.
Key Areas
- Round-the-clock infrastructure and application monitoring
- Service desk with defined response and resolution targets by priority
- Alert thresholds tuned per system to limit false positives
- Escalation paths with named ownership at each tier
- Monthly service reporting against agreed targets
- Dedicated account contact who knows the environment