DGM

DGM has its own Client Support Center and provides IT management, support and proactive monitoring services with guaranteed SLA service parameters.

To ensure the fulfillment of the SLAs we have deployed Service Desk System with automated escalation procedures. In the Service Desk System Clients can track their incidents and service parameters: Reaction time, Resolution time, QoS, Reliability. Every complicated issue we have solved is recorded and classified in a Knowledge base module which enhances our efficiency when similar problem occurs.

The working procedures in the Client Support Center are organized in accordance with ITIL and the best practices in the field. The following processes are in place: Change Management, Event Management, Incident Management, Problem Management, Request Fulfillment, Access Management.

Features

• 24x7x365 Managed Support (Remote & On-Site)
• 24x7x365 Proactive Monitoring (MS SCOM, GFI, E-mail alerts, Custom) by minimum 2 experts
• Guaranteed SLA reaction and problem solving time
• Multiple Communications Channels (Web Portal/ E-mail / Call Center)
• Level 1 / Level 2 / Level 3 Support (Design & Implementation Team)
• A team of certified experts that could address every aspect of IT
• Clear and Automated Escalation Procedures

Communication Channels

 

Availability and Interfaces

Channel	Source	Interface Type	Availability
Automatic incident/event	Monitoring System	E-mail / SNMP API	24 х 7 х 365
Automatic incident/event	External System	E-mail / SNMP API	24 х 7 х 365
Request by phone or fax	User / Client Representative	Expert on duty	24 х 7 х 365
e-mail request	User / Client Representative	Expert on duty	24 х 7 х 365
Request via Web Portal	User / Client Representative	Self-service Web Portal	24 х 7 х 365
Personal Request on site	User / Client Representative	Expert on site	Depends on clients working time
Request that is negotiated during a meeting	User / Client Representative	Expert on site	Depends on clients working time
Planned or scheduled activity	ScheduleClient Representative	Project Manager, Team Manager, Expert	Depends on clients working time