The monitoring service provided to our customers has the scope of timely alerting events that may generate the interruption or degradation of the Telco and IT services offered for the different product lines in operation.
The monitoring service is operationally based on a group of specific processes and procedures for management and action in the presence of alarms and customer requirements. These documents describe: escalation contacts, criticality of the services, service schedules, exception procedures, service flows, etc. The set of documents will be provided in full to the supplier(s) to whom the service is awarded.
The management process includes the generation of incident and requirement tickets on the client's operational platform, in addition to the monitoring platforms.