Incident Management

An incident is an unplanned interruption in IT services that requires immediate attention. Continuant’s Incident Management service provides rapid incident identification, resolution, and restoration of our customers’ normal service operations. Providing the industry’s leading SLAs, Continuant is dedicated to maximizing our customers’ operational availability and network resiliency.

Restoration of Critical Incidents

Our industry-leading SLA promises a 4-hour time to restore of critical incidents

Global Network

Our global network of nearly 2000 partners assists our Tier 3 engineers with onsite technical support when needed

Incident Management and Resolution

Continuant’s NOC is staffed 24/7 to provide immediate response to customer issues and real-time monitoring of customers’ equipment. Continuant’s Incident Management service provides you with rapid identification, resolution, and root cause analysis of errors and outages. Our experienced team of engineers make objective decisions and conducts trend analysis to determine the best course of action to ensure maximum uptime.

Keeping you informed

When it comes to notification and keeping your point of contact in the loop, you can choose how you want to be notified.  Automatic email notifications via our MyContinuant portal are the preferred method of most customers, though others prefer a call from their assigned Named Account Manager.

The best part? We’ve probably already resolved the incident by the time you get the news.

Onsite resolution of incidents

Advanced and secure methods for connecting to customer equipment make it possible to troubleshoot and resolve incidents from afar over ninety percent of the time. In cases where additional technical resources are required onsite for incident resolution, we arrange to have one of our nearly 2000 partners visit the customer location, working hand-in-hand with the Tier 3 NOC engineer assigned to the trouble ticket.  Our depth of field technical support partners allows us to respond onsite faster than our competition.

Our Tier 3 engineer calls the shots while the on-site partner supports with diagnosis, troubleshooting, and incident resolution.

Service Level Agreements

Most OEMs provide an industry-standard “Time to Respond” SLA, which is generally 2-hours on-site during normal business hours, and 4 hours on-site during evenings, weekends, and holidays. Continuant goes beyond the typical OEM SLA and provides a guaranteed time to restore.

Continuant’s Service Level Agreements (SLAs) are tiered and prioritized to reflect your business’ needs.  Mission-critical environments and top service-affecting events experience a 4-hour restoration of incidents.

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Rhonda Parmiter, VP of The Customer Experience

With Continuant you are not only guaranteed to have resources on-site in a timely manner, but you are guaranteed your system will be promptly restored.

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