from Ueli Boss
Boss Info there for you around the clock!
The demand for 24-hour operation and support has increased sharply in recent years. This is partly because many of our SME customers either work in shifts or want updates and work on their systems to be carried out at night to make sure their day-to-day business isn’t interrupted. Another reason is that more and more cloud services requiring round-the-clock monitoring are being used.
So we’ve optimized how our 24/7 support is organized by establishing another team within the Service Desk. This team focuses on proactive monitoring of all services in the cloud and can react immediately in the event of malfunctions to ensure maximum availability and functionality of our customers’ systems. Our Cloud Operation team is on duty 24 hours a day, 7 days a week, and can access defined resources.
24/7 monitoring has been an immediate success: “Monitoring is already working very well,” explained Christian Stecher, Head of ICT Services at Boss Info. “Most reports from monitoring can be processed by the Cloud Operation team, which ensures high availability of services and prevents interruptions for our customers. If further action is required, the necessary expertise is available from 2nd level support.”
Interested inextended support?
The costs for services outside the official support hours vary and are generally contractually stipulated in the SLA (Service Level Agreement). Customers who require support outside their contractually agreed service hours (SLA) will be informed on the phone about any costs due and will be asked for written consent. Monitoring of services is already integrated in the service subscription for cloud services.
