Service Delivery Methodology (SDM)
Monitor
Selected customer systems (Hardware
and/or software) will be under monitor for
problem detection.
Alert
Proactive alert is through the monitoring
tool Reactive alert is through a phone call
from the customer Near Shore vs. Offshore
Case Opening
Case is opened, severity is identified
and a brief about the problem is recorded
Resolve
Problem is isolated and fixed according
to the case resolution procedures
Report
Customer is updated periodically and when
case is resolved as well as periodic quality reports
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