Incident Management
Restoring normal service within our SLAs.
Incident management is a cornerstone of the managed services, and regular and security incident response procedures are integrated within the same process. Major incident response teams can be formed 24x7 integrating service desk, infrastructure engineers, security professionals, and customer IT teams.
Incident response acts on strict SLAs with immediate response RPOs and RTOs to restore services at the earliest possible moment to reduce customer impact. Prioritization of incidents will be based on the actual impact and urgency. Customer communication is provided throughout the incident to ensure transparency and manage expectations.
Repeated incidents and major incidents will automatically be addressed through Problem Management.
What are the benefits?
Improved service availability: Our solutions minimize the impact of disruptions and ensure that IT services are restored as quickly as possible, improving overall service availability.
Improved problem resolution: Tomcat Orange provides a systematic approach to root cause analysis and problem resolution.
Improved customer satisfaction: We help reduce the duration and impact of disruptions and communicate timely and effectively on incident status and resolution.
Improved business continuity: An effective process for handling and resolving incidents results in swift restoration of IT services.
Features
24x7 support
Process based on strict SLAs
Immediate response RPOs and RTOs