Prevention is always far better than cure and this is why our Network Operations Centre continually monitors both our infrastructure and our customers environments.
By being proactive, we detect issues before they become business affecting, and in many cases, identify and resolve issues before our customers are even aware of them. This meticulous level of management enables us to continually optimise the performance of our network and cloud environment to deliver the best possible service for our customers.
At amatis we never sleep, our NOC and Help Desk is operational 24×7, 365 days per year. This is staffed by our experienced technicians that have deep expertise in every aspect of our solutions and services.
Our support operations are managed through ServiceNow which gives our customer the added benefit of being able to raise tickets by email or online, and to monitor the progress of their cases online through our support portal.
A very high proportion of all of our support cases are able to be resolved remotely from our NOC leveraging secure remote access and diagnostic tools.
Where we detect an onsite hardware failure or issues that cannot be resolved remotely, then we have a network of field engineers that can be onsite within the SLA of your support agreement, normally 4 hours.
We recognise that the services that we offer are critical to the smooth running of our customers’ businesses, as such we underpin our services with SLA’s and have an impressive track record of always meeting these.
Our SLA’s do not just focus on response times, we also guarantee fix times with our connectivity clients having the peace of mind of guaranteed service restoration times against services.
Our data centres are staffed 24×7 by support engineers available to help our customers if the need arises.
For our colocation customers, you have access to our facility 24×7 or can always call on our ‘remote hands’ service to check on something you cannot see remotely. For cloud environments that we manage, you can rest assured that we are constantly monitoring these and have expertise on-hand round the clock to keep you cloud available.