Incident Management

Incident Management is our reactive maintenance service, designed to ensure a rapid and effective response to any infrastructure incident. Thanks to the centralized management by our 24/7 Operation Center, we ensure the operational continuity of our customers’ IT systems.

 

Main features

  • Business Continuity
  • Quick Response
  • Specialized Support

Business Continuity

Incident management through advanced tools and a ticketing portal, ensuring production and business continuity while preventing service disruptions and the loss of data and information.

Quick Response

Immediately activate incident management procedures to minimize downtime. The time to take charge varies between 5 and 15 minutes depending on the agreed level of service.

Specialized Support

Team of experts available at any time to provide qualified assistance, with both remote and on-site interventions as needed. The support is organized in different structured teams, not only horizontally (L1, L2, L3), but also vertically, with specific skills on different technologies, to ensure a targeted and competent response to any need.

Customer Benefits

  • Minimize downtime and reduce operational impact.
  • Fast and effective resolution thanks to proven protocols.
  • Assistance guaranteed 24/7 by highly qualified personnel.
  • Access to a customer portal with dashboards and custom reporting (monthly, quarterly, semi-annually, or yearly).

How it works

  • Incident detection

    Through direct customer reporting via ticket, email or phone.

  • Analysis and Diagnosis

    Identification of the cause and definition of the fastest and most effective solution. If necessary, involvement of the team of second-level specialists and, where applicable, the vendor for spare parts replacement or advanced support.

  • Intervention and Resolution

    Application of corrective measures with possible escalation based on the severity of the incident.

  • Follow-up and Reporting

    Verification of the effectiveness of the intervention and detailed documentation for the customer.

  • Proactive Monitoring Solution Service Integration

    Ability to integrate the ticketing platform with the Proactive Monitoring Service, to detect anomalies and potential criticalities before they turn into incidents. Through predictive analysis and alerting tools, the system allows timely interventions, reducing the risk of disruptions and optimizing business continuity.

Why choose our service

  • Single point of contact for IT incident management.
  • 24/7 service with timely response.
  • Experience and expertise in the IT sector to ensure reliable and customized solutions.
  • Possibility to choose between different service windows according to your needs.

Types of incidents handled

We manage incidents related to Network, Datacenter, Voice and Video surveillance, covering a wide range of IT infrastructures. These include wired and wireless networks, unified communications systems, access control, virtualization, physical and cloud servers, as well as essential services such as Active Directory and DNS. We also offer support for critical software malfunctions, application blockages and service interruptions, ensuring timely intervention to minimize operational impact.

FAQ

  • What tools do we use for incident management?

    We use an advanced ticketing platform, which can be integrated with our monitoring system for customers who adopt the Proactive Monitoring Solution service. This allows us to manage incidents quickly and effectively, ensuring complete visibility into support requests.

  • Is the service available on public holidays?

    Yes, depending on the service window purchased.

  • Can customers also contact us for non-critical problems?

    Yes, we handle all priorities from P1 (highest urgency) to P5 (low priority).

 “Thanks to the support we received, we were able to quickly restore our critical services, avoiding significant impacts on business operations. The technical expertise and speed of intervention made the difference at a crucial moment.”

An important reality in the Retail sector (fashion & luxury) that operates nationally and internationally, with complex IT infrastructures and a high need for business continuity.

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