This service involves the identification of the incident—what is its root cause? In addition to the identification, resolution, and restoration of our customers’ normal service operations, Continuant helps ensure that the incident will not recur. If the incident requires onsite attention, we will either send our engineers or engage our partner network of Tier 3 engineers to resolve the incident within the industry’s top SLAs.
Our global network of nearly 2,000 partners assists our Tier 3 engineers with onsite technical support when needed.
Our SLA promises a 4-hour time to restore for critical incidents, no matter the time zone or time of day.
Our field technical support partners work closely with our Tier 3 engineers.