Incidents are part and parcel of the life of complex technological solutions. Your challenge is to ensure continuity of service for your internal users, whatever the situation, and guarantee a rapid return to normality in the event of a major incident.
Need a team dedicated to proactive in-service maintenance to anticipate the occurrence of incidents?
Need reactive support technicians to reduce the duration of incidents?
Need backing from external experts to support your own intervention teams?
A Hub One team of more than 35 people is at your service to ensure the in-service maintenance of the solutions deployed. We offer you:
Hub One provides you with a single point of entry for receiving and fielding calls, and forwarding and monitoring incident notifications: the front office.
This service is accessible 24 hours a day, 7 days a week:
The front office monitors the incident and serves as the interface between you and the service production organisation. It triggers, if necessary, the on-site interventions and handles communication between you and the field technicians.
It is tasked with:
The front office follows clear and efficient procedures:
During normal working hours, the front office transfers certain calls to customer technical support with a view to immediate service restoration.
Available during normal working hours, STC1 technical support receives the call transmitted by the front office once the incident ticket is created. It is tasked with:
STC2 is customer technical support level 2. Its expert status allows it to: