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Your dedicated expert, always on the side of your business
Our preferred care service assigns a dedicated engineer to manage the operational and strategic relationship between the customer and the technical areas of the company. Our two types of professionals, Technical Support Engineer and Special Care Support Engineer, act as a single point of contact and escalation, ensuring compliance with service level agreements (SLAs), incident visibility and tracking of projects, changes or requirements related to managed services.
Prioritized and personalized service
A single point of contact that understands your technical environment and specific needs, accelerating response to critical requirements.
Increased SLA compliance and outage reduction
Continuous incident tracking and proactive management of problems that impact service quality.
Operational and strategic feedback
Monthly availability reports, root cause analysis (RFO) and meetings to review metrics and actions.
Technical Support Engineer
Incidents
Creation, documentation and closure of incidents, changes and technical requirements.
Standard changes
Execution of standard changes (pre-approved and routine).
High criticality incidents
Escalation and support in high criticality incidents.
New implementation updates
Updating inventories, topologies and databases after new implementations.
RFO reports
Elaboration of RFO reports when required by the client.
Meetings
Periodic meetings with availability report and performance analysis.
Special Care Support Engineer
Administration
Administrative follow-up of tickets and SLA compliance.
Analysis
Coordination of sessions with the client to review KPIs and recommendations.
Contracts
Contract management and validation of agreed terms and conditions.
Credit notes
Consolidation of credit notes and operational compliance control.
Escalation point
Escalation point for active cases or strategic issues.
Reports
Personalized monthly reporting and review of pending issues.
FAQs
No, the portal features standard dashboards and reports for all clients.
The Technical Support Engineer is focused on technical operation, incident management, standard changes and maintenance of environment documentation.
No, not directly. His role is to coordinate, escalate and accompany the processes; technical support is provided by specialized teams.
Periodic sessions are held as agreed with the client to review indicators, pending issues and feedback.
Yes, we have coverage in Latin America and the Caribbean, with engineers available locally depending on the country.
The Special Care Support Engineer is oriented to administrative and contractual management, with a focus on customer experience, SLAs, visibility of active cases and customized reporting.
