Upgreat

Cooperation and service

Outsourcing in the IT industry

Our vision of cooperation is a long-term relationship that provides the client with the development of IT systems in accordance with the needs of business departments and maintaining the continuity of work processes in the company by guaranteeing the uninterrupted operation of key applications. Service contracts are the way to achieve these goals. We characterize their operation by the following mutually agreed parameters:

Service readiness - Readiness to start handling the report / incident. Depending on the needs, we serve clients even around the clock, 365 days a year. Reports can be made via the helpdesk application, by e-mail or by phone.

Response time to the notification - Guaranteed maximum response time to reporting a failure, depending on the class of notification - e.g. 2 clock hours.

Guaranteed service restoration time - After meeting certain technical conditions and implementing reliability solutions, it is possible to guarantee the availability of certain services important for the company / organization.

Routine activities - Cataloged administrative and maintenance activities carried out according to the checklist. These can be technical activities or, for example, comprehensive implementation of standard, cataloged services, such as hiring a new employee or changing the scope of rights.

Failure handling - Handling of key events for the functioning of the company / organization in accordance with planned scenarios.

User support - Handling of user reports or telephone consulting.

RPO (Recovery Point Objective) - The point in time to which applications / IT system will be restored as a result of service activities after a failure.

 RTO (Recovery Time Objective) - The time it takes to restore the system to the state specified by the RPO parameter.

Do you want to talk about efficient failure handling? All you need to do is contact us by phone or e-mail with: