Intsacloudxs Infrastructure team has an extensive portfolio of technical skills. The experience and skills span multiple products, technologies, vendors and platforms. Its depth of technical skills ensures that IT incidents are handled efficiently and effectively. With a well-structured escalation matrix that maps onto the high level of skills, Intsacloudxs IT team ensures high quality of service and very high levels of availability of the IT infrastructure.
Intsacloudxs standard centralized support process flow activities include call management & problem resolution activities. Intsacloudxs has developed a Ticket Resolution process flow as part of our Incident Management System which is based on the ITIL framework. This process is based jointly upon industry best practices and our prior experience in implementing support delivery models very similar to that being proposed for this engagement. In our approach, we lay emphasis on customer satisfaction and have built in customer feedback mechanisms as part of the resolution procedure. The objective is to provide L1, L2 and L3 support to resolve issues, as reported by the user, which requires all troubleshooting and analysis of the issues reported. The support includes end user assistance with hardware, software and networks and any internal business applications.