Support for our Customers
Sycor has consistently reviewed its IT service processes and adapted them to meet ITIL standards
for IT service management (Service Support and Service Delivery). In doing this, we have focused on
improving service quality for our customers. We regularly review and optimize these processes
through internal and external audits and incorporate feedback from our customers. Here are a few
examples:
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Service level management: customer surveys and evaluations are very important to
us as a company. We regularly meet with customers and conduct service meetings in an effort to
optimize our processes and boost customer satisfaction. At the same time, the Account Manager is
the first point of contact for our customers, no matter what type of question they may have. Our
monthly reporting provides comprehensive information about our services and is an import tool for
cost transparency. As a result, you can rest assured that we will meet our service level
agreements.
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Incident/problem management: If an incident or problem occurs, our proven process
chain ensures that you can reach us at all times, if necessary even 24 hours a day, 365 days a
year. With our state-of-the-art help desk system, we control all your requirements and keep you up
to date on all important steps. By forwarding complex problems to our special team of experts, we
guarantee quick response times.
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Configuration/change management: We predict the effects of any requested changes
to the IT landscape and ensure changes are made safely and securely by modeling and integrating
your technical infrastructure and using approval processes stored in the system. This realistic
mapping also serves to limit damage in the event of a problem and to ensure quick resolution.
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Availability management: Using our monitoring technology, we continually monitor
key parameters of our customers' systems and are quickly alerted when problems occur. This way we
can respond at the first sign of an irregularity. Thanks to this proactive monitoring, major
problems rarely occur, so you will never notice the slightest effect on performance.
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Capacity management: Through our monitoring procedures and trend analyses we
detect the risk of bottlenecks in system resources very early on and advise you on how to rectify
the situation. As a result, any requested or needed enhancements can be planned for you.
Improving processes is just as important to us as trusting, open and close collaboration with
our customers. Your wishes and requirements have the highest priority for us. We not only find the
best technical solution for you, we also rely on competent staff and ensure legal compliance (e.g.,
data privacy laws, telecommunications regulations, product liability laws).
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