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This service provides multi-tier operational support (N1, N2, N3) for applications, infrastructure and cloud services, guaranteeing high availability, rapid incident response and efficient problem resolution. Through 24/7 or business hours support models, intelligent automation with AI for incident classification and resolution, proactive monitoring and continuous performance improvement, the service ensures technology functions without interruptions that impact the business. Ideal for companies that need to guarantee strict SLAs, reduce downtime and maintain critical operations running without failures.
Companies depend on technology to operate, but face problems when systems fail, applications degrade or incidents are not resolved timely: economic losses from downtime, end user frustration, damaged reputation and technical teams overloaded attending incidents manually. Without a structured support model, the organization reacts to problems instead of preventing them, resolution times are unpredictable and technology service quality is inconsistent. The result is an unstable technology operation that generates productivity losses and significant hidden costs.
24/7 monitoring, proactive alerts and immediate response to critical incidents that guarantee > 99.5% availability of business systems and applications.
Automatic classification with AI, intelligent knowledge base and efficient escalation reduce MTTR (Mean Time To Resolution) by 40-60% vs traditional support.
N1-N2-N3 model with specialized teams by complexity level, guaranteeing complex problems quickly reach appropriate technical experts.
Detection of performance degradations, capacity bottlenecks and potential failures before they impact end users, with continuous improvement recommendations.
We define support structure (N1-N2-N3), roles and responsibilities, SLAs by incident severity, escalation processes and on-call schedules. We identify critical systems, define alert thresholds and establish incident prioritization criteria (P1-P4).
We configure service desk platform (Azure DevOps, ServiceNow, Jira SM) with workflows, SLAs, integrations with monitoring tools and automatic notifications. We build knowledge base with common solutions, troubleshooting guides and FAQs. We train AI chatbot for incident classification and automated resolution.
We execute support model with 24/7 coverage or business hours, attend incidents according to SLAs, monitor system health in real time and generate periodic reports (availability, performance, incident volume, MTTR). We conduct post-mortems of critical incidents and implement corrective actions.
We analyze incident trends, identify recurring root causes, propose proactive improvements (patches, optimizations, automations) and update knowledge base with new solutions. We measure user satisfaction (CSAT), SLA compliance and adjust support model according to feedback.
Financial services company with banking application used 24/7 by customers, requiring guaranteed response within 15 minutes for critical incidents.
24/7 support model implemented with 99.8% SLA compliance, average response time of 8 minutes for P1 incidents and 60% reduction in MTTR through AI-powered knowledge base.
Ecommerce company with performance degradations during peak hours (Black Friday) impacting sales without early warning.
Proactive monitoring implemented with automatic alerts detecting degradations 30 minutes before user impact, allowing preventive scaling and avoiding USD 200,000+ in lost sales.
IT company with 500+ monthly support tickets, 60% repetitive incidents (password resets, permissions, basic queries) overloading technical team.
AI chatbot resolving 50% of incidents automatically, reducing N1 team load by 250 hours/month and improving user satisfaction score from 3.5 to 4.5/5.
Document with support structure (N1-N2-N3), roles, responsibilities, SLAs, escalation processes and incident RACI matrix.
Ticketing system (Azure DevOps, ServiceNow, Jira SM) configured with workflows, SLAs, monitoring integrations and automatic reports.
Knowledge base with documented solutions, FAQs and troubleshooting guides, plus AI chatbot trained for classification and automatic resolution of common incidents.
Real-time control panel with availability metrics, performance, service status and active alerts (Azure Monitor, Application Insights, Grafana).
Monthly reports with support metrics (volume, MTTR, SLA compliance, user satisfaction), trends and improvement recommendations.
Detailed analysis of critical incidents with timeline, root cause, business impact, corrective actions and future prevention plans.
Plan of proactive initiatives to reduce recurring incidents (patches, updates, optimizations, automations) prioritized by impact.
Contact us for a personalized consultation and discover how we can help you achieve your goals.
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