Supervision and Customer Support

At the end of the day, it is always about the user. Internal or external in the form of our customer. His satisfaction determines the overall impression. What happens inside is “just IT”. We may be an IT company, but we understand that our products are used by people. So, we look for ways to make these people happy. Satisfied through applications that work. Satisfied through our quality, friendly, well-communicated and responsive support.
And we are strict on ourselves. We monitor and evaluate a range of parameters, which we then use to evaluate and optimise the services we offer.

30 years of running hundreds of instances of our own applications and the know-how resulting from this has taught us not to look at data from monitoring systems reactively, but proactively. We follow trends, we can estimate application and infrastructure bottlenecks. We are interested in development needs. We know the parameters of infrastructure lifecycle. We then communicate in advance the vast majority of steps that are appropriate or necessary to take so that we don't ever have to be in a situation where something catches us off guard and we have to deal with an unexpected incident.
If an incident does occur, we have a process and team in place to address it within the SLAs we have set. The results in the form of client satisfaction and objective reports are just proof of that.

There are numerous tools on the market to address your surveillance or service desk needs. We use solutions, both in-house and on the Jira platform, to cover our clients' needs. However, technology is just a tool. The key is the right setup and request handling process. An approach that does not put any unnecessary burden on anyone on the client side, while not generating any unpredictable costs. An approach that can often correlate multiple pieces of information with each other, presenting them in a different form for different client-side positions.
We have had many implementations in complex government and commercial sector environments. Don’t be shy to ask us how to optimally design and operate a solution for systems and infrastructure monitoring or service desk.