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Incident Management

Incident Management is a reactive service that helps companies return services to a functional state after disruptions.

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Amazon Advanced Consulting Partner
Incident Management

How Can You Benefit From Incident Management?

Incident Management helps you reduce downtime and improve service quality by using trained experts, allowing you to focus on your core operations.

Reduced Downtime

Efficient incident resolution minimizes service disruptions, allowing companies to return to normal operations faster.

Expert Handling

You gain access to experienced professionals, reducing the risk of errors and improving the quality of incident resolution.

Focus on Core Business

By offloading incident management to a partner, you concentrate on core operations, increasing productivity and efficiency.

Cost Savings

Outsourcing incident management is often more cost-effective than maintaining an in-house team.

24/7 Support

Continuous monitoring and support ensure that incidents are addressed promptly, regardless of when they occur.

Improved Service Quality

Proactive and systematic management of incidents leads to better overall service quality and increased customer satisfaction.

Incident Management Priorities

Based on the incident severity, we differentiate three levels of priority.

Prio 1

Prio 1

Issues that affect a large number of users and prevent businesses from functioning normally.

Prio 2

Prio 2

Issues that affect users, but disruption is either slight or brief.

Prio 3

Prio 3

Issues that don’t affect users, users can work despite the problem.

Incident Management Roles

Based on incident complexity, we differentiate three incident management roles.

1st Level Support

1st Level Support

Provides basic support levels such as account management, password resets, and general troubleshooting. Level 1 involves staff trained to resolve common incidents.

2nd Level Support

2nd Level Support

Provides support for complex issues requiring more training and skill. Level 2 involves staff with specific knowledge of the system affected by the incident.

3rd Level Support

3rd Level Support

Provides support for major incidents. Level 3 involves staff like solution architects or senior engineers who work on the architecture and design of IT services.

Incident Management

24x7 Incident Management Service

Our team is here 24x7, 365 days a year to promptly address and manage any type of incident

Incident Management Workflow

The incident management resolution process is established to efficiently diagnose the problem, find effective solutions, and consequently, minimize recovery time.

Identification

Identification

The issue is identified by our monitoring system or manually reported manually.

Logging

Logging

The issue is logged into our system automatically (through sensors) or manually by our team.

Prioritization

Prioritization

Based on the issue’s severity, our team does the prioritization.

Response

Response

Our team notifies the customer about the issue priority.

Diagnosis

Diagnosis

Our team discovers the services affected by the issue and looks for possible solutions.

Escalation

Escalation

Based on the diagnosis, the issue is escalated to the second or third level if needed.

Resolution

Resolution

Our team resolves the issue so the service functions as intended.

Closure

Closure

Our team notifies the customer about the resolution. Upon the customer’s confirmation, the issue is closed in our system.

Why Should You Work With Us?

We are a team of IT experts focused on providing high-end IT services based on cloud technology. With the right amount of knowledge, experience, and quality, we continually deliver successful IT projects.

AWS Advanced Consulting Partner

AWS Advanced Consulting Partner

Heptabit is one of the four largest AWS partners in the CEE region. As a client, you receive the service according to AWS standards.

AWS DevOps Services Competency

AWS DevOps Services Competency

As a partner with AWS DevOps Services Competency, we are experts in designing, building and optimizing CI/CD workflows.

AWS Well-Architected Partner

AWS Well-Architected Partner

As an AWS Well-Architected validated partner, we are experts in designing, implementing, and improving AWS solutions.

Knowledge and Experience

Knowledge and Experience

We invest a lot of resources into education, certification, and internal knowledge sharing.

Technology Partner

Technology Partner

We act as your technology partner, helping you solve business and technical problems.

Flexibility

Flexibility

Our agile teams are ready to adapt to your unique requirements and various cooperation scenarios.

Talk to Expert

Are you interested in our Incident Management services? Schedule a talk with one of our experts!

Schedule a talk

Or contact us via e-mail: info@heptabit.at

Talk to Expert

Schedule a talk with one of our cloud experts!




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