At Codec we think differently about support. We know that system downtime in not an option in today’s information critical age. Combining our extensive experience and strong partner relations (Oracle, HP), Codec can reduce the risk of system failure by proactively monitoring, supporting and/or managing your environment using industry standard incident management practices.
Emergency Response Plan
Codec offer 24/7 emergency response premium support through our Customer Support Portal management system. Customers can track incident status and produce reports on support service performance through our customer support portal; providing a full view of their entire IT environment status at any time. We have invested in remote access control technology, where our engineers can detect and resolve issues in real-time; whether across multiple sites or remote access. Our service desk, based in London, is staffed with English speaking, technical professionals skilled to respond to incident escalation immediately. We provide first line support and triage on tickets using a combination of tools, scripts and technical expertise; through a single point of contact.
Our ticket management system inputs each customers SLA targets within the system and monitors SLA compliance; allowing us to report on a monthly / quarterly basis as required. Due to the nature of some of our solutions a resolution target may not be feasible due to the dependency on a number of items, namely:
- Change Management Process – approval required for a change to production
- Third Party Dependency – issue identifies a third party change or investigation is required.
- ETL process / Reload window – the process for reloading a data set from start to finish may be longer than the allotted target resolution time.
Codec manages this with other clients by defining the resolution target in more detail.
However, prevention is better than cure and our experience shows that in the majority of cases, incidents that lead to system downtime could have been anticipated and prevented. Our support package includes routine maintenance, in the form of regular health checks; on your system including the underlying database and infrastructure on a quarterly basis. Our experts will devise appropriate support and maintenance plans specific to your business requirements. We have developed a support offering that protects your business while at the same time helps you realise maximum value from your investment.