What it offers

ServiceEdge Availability Management ensures your contact center systems and applications perform at agreed levels over a defined period of time. This is achieved by proactive monitoring tools constantly assessing your contact center in real-time to ensure all services are running smoothly. This continuous checking ensures an immediate response and resolution to any discovered incident. Pre-set operational thresholds and limits detect issues in advance, and as they occur, to prevent them escalating into major faults.

Availability Management is achieved in the following ways:

Proactive system monitoring h Regular backups Monthly health checks Link with Incident Management for issue resolution

When an incident is detected, an automatic alert is sent to the ServiceEdge support desk as well as the customer’s IT department. At ServiceEdge a new case is immediately opened to be resolved by one of our qualified engineers within the customer’s Service Level Agreement (SLA).