SLA DRIVEN IT SUPPORT
BROCENT enforces the strict SLA based IT Service delivery model. Service window, intervention and repair time can be updated whenever your business needs change, and you require other levels of services. BROCENT Help Desk and FSS technical engineers are available 24 x 7 x 365. You can open a trouble ticket either by toll free hotline or business email.
Moreover, based on the urgency and impact level from the business IT needs, BROCENT offers the matrix of response time and escalation scheme for P1-P5 so as to cater for the business requirement. How BROCENT responds client IT request reflects the strength, reliability, efficiency and confidence of the overall IT service delivery capability.
Priority Definition of Client IT Request
BROCENT use the commercial IT service management tool, that is defined with SLA timers . Timer is used to measure the time on the specific IT request with the priority of your issue or request. When client raises a ticket, BROCENT GSD team makes an assessment based on the provided information, and then define the Priority of the issue.
Priority is the combo justification based on two factors: urgency and impact.