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Preferential support for the most critical environments
Our specialized support service is designed for customers with critical operations that require prioritized attention, reduced response times and closer technical support. This solution provides access to an elite technical support team, as well as a shared Service Care Engineer, who proactively manage technical requirements, incidents and standard change requests.
Response time reduction
Accelerated attention for standard changes and incident resolution through a prioritized technical team.
Specialized technical follow-up
Active case tracking by assigned engineers and agile escalation to resolution areas.
Full operational visibility
Monthly reports including availability, case types, incident analysis and historical metrics.
Maximize the operational availability
of your telecom services
Elite technical support
Team assigned to create, document and manage customer-reported or proactively generated technical cases.
Standard change execution
Pre-approved routine changes executed with guaranteed turnaround times (up to 4 business hours; maximum 60 per month).
Escalation for non-standard changes
Evaluation and scheduling via Change Control Committee (CAB) for non-routine requests.
Critical Incident Analysis (RFO)
Detailed root cause reports, with follow-up action plans when required by the customer.
Periodic review sessions
Meetings with customers to review availability indicators, feedback and next steps.
Documented escalation matrix
Formal service structure and levels of responsibility to ensure continuity and traceability.
Proactive incident management
Cases automatically generated from monitoring systems to prevent failures before they impact service.
Single point of escalation
Shared Service Care Manager acts as central contact to follow up on open cases and special requests.
Ongoing service optimization
Regular meetings to evaluate support performance, implement recommendations and anticipate needs.
