At OSKY, our Service Operations Framework is meticulously designed to uphold the highest standards in support services and operational excellence. Key components of our framework include:
1. Adherence to Agreed Support Model and Incident Management:
- Ensuring strict adherence to the agreed-upon Support Model and Incident Management processes.
- Timely and transparent communication with end-users and stakeholders regarding Critical Incidents, Security Events, and Service Health status advisories.
- Implementation of effective notification mechanisms to promptly alert relevant parties in case of service disruptions or security incidents.
2. Service Level Agreement (SLA) Compliance and Review Meetings:
- Rigorous commitment to meeting the terms of the SLA, providing guaranteed response times, and delivering on negotiated support hours.
- Conducting regular Service Review Meetings at agreed cadences (Monthly/Quarterly) to evaluate performance, discuss ongoing support requirements, and align services with client expectations.
3. Scheduled Updates and Documentation Maintenance:
- Regularly updating the Support Model, Training Documentation, and other relevant materials to reflect changes in technology, best practices, and client-specific requirements.
- Ensuring that the support team is well-equipped with the latest information and tools to deliver optimal service.
4. Incident Notification Mechanisms:
- Implementation of robust incident notification mechanisms, including email or SMS alerts, to promptly communicate any service outage or security incidents.
- Swift and transparent communication to keep stakeholders informed and engaged during critical events.
OSKY’s Service Operations Framework is not just a set of guidelines but a dynamic system that adapts to evolving needs, technological advancements, and client-specific requirements. We are committed to delivering operational excellence, ensuring the seamless functioning and continuous improvement of the services we provide to our valued clients.
