Oliveira uses a convenient, online Help Desk application allowing users to enter problems and issues. The ticket is logged and all technicians are notified immediately. Our goal is to respond within 30 minutes to acknowledge and/or fix the problem. The Help Desk is interactive as the technicians enter updates the client is notified of all activity.
We leverage multiple monitoring tools. All technicians are notified of critical issues, most of the time before the client is aware. On several occasions we arrived at the client facility before the client. We identified and corrected issues prior to the start of their work day.
We also leverage tools allowing our technicians to logon to the suspect workstation 24/7 as required.
We monitor all backup results from all clients each morning. Issues around the backup processes, perhaps a bad external drive, are identified and corrected.