When an unplanned technology disruption occurs, that disruption can have a ripple effect on any business. While such incidents do occur from time to time, what is important to the enterprise is “getting back to normal” as quickly as possible.
With the right Incident Management program in place, and Service Level Agreements (SLAs) clearly defined, it is possible to rapidly assess the situation and take the steps that need to be taken to return to normal without unnecessarily disrupting the business, while keeping key stakeholders informed.
Continuant can minimize the disruptions caused by most incidents. By leveraging Information Technology Infrastructure Library (ITIL) guidelines, Continuant helps companies build a robust and successful Incident Management program. With over 20 years of experience, Continuant has the capability and the expertise to help the enterprise address major incidents, reducing outage time.
With the right team and programs in place, it is possible to manage incidents without having those incidents take over your routine. The process includes three basic steps:
Our industry-leading SLA promises a 4-hour time to restore of critical incidents
Our global network of nearly 2000 partners assists our Tier 3 engineers with onsite technical support when needed
When an IT incident or outage occurs, nobody wants to wait until the next business day.
When you work with Continuant, you not only receive immediate assistance, 24/7, from our experienced NOC engineers, but you also experience the peace of mind that comes from having the service leader on your team. Continuant’s Incident Management service not only works to rapidly identify and resolve errors and outages, but also delivers real-time monitoring of your equipment. Finally, our team conducts root cause analysis of those errors and outages—providing valuable insights into your system to make sure the solutions you have in place support your business goals and ensure maximum uptime.
When incidents occur, we make it a priority to notify our customers as soon as possible via email, text, or phone.
The ability to securely connect to customer equipment has made it possible to remotely troubleshoot and resolve incidents 90 percent of the time. Where onsite technical resources are required, however, one of Continuant’s global partners can visit the customer location. From there, the Tier 3 NOC engineer assigned to the trouble ticket works closely with the technical partner to quickly diagnose, troubleshoot, and resolve the incident.
Continuant goes above and beyond by delivering a guaranteed time to restore. As a result, mission-critical environments and top service-affecting events can expect to see incidents resolved and service restored in less than four hours.
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.