Managed Services and SupportSERVICES
Premier Support Services
Our commitment to realizing your objectives does not end when the project is finished. Through our Managed Services and Support, we will make sure the implemented solution performs to your expectations and accommodate for changes you require as you increase adoption.
You will have a dedicated Account Manager who will meet with you weekly to proactively identify issues, discuss systems enhancements, and review support cases. With a personal approach, we want to make sure you realize the full benefits of the implemented solution.
Scope of services includes:
- Incident management and system administration;
- System enhancement services;
- Project-based engagements.
To respond to customer requirements to fully manage and administer their systems following the implementation, BRIGHT provides ServiceNow Managed Services, BMC Managed Services (Premier Level 1 Support Partner), Splunk Managed Services, including complete remote administration, periodic tuning and health checks. Our goal is to ensure system maintainability and ease of enhancement.
BRIGHT provides proactive monitoring of clients systems’ environment and proactive notifications for identified problems. We deliver operational maintenance services, onboarding services, and post-implementation services. We offer monthly and quarterly performance reviews – meetings held regularly to review service achievement in the last period, preview any issues for the upcoming period, and plan the next steps.
- Incident Management and case resolution not requiring access to the platform’s source code;
- A single point of contact to clients;
- A personalized approach, where based on availability customers work with the same agent each time;
- End-to-end case handling and constant updates on tickets escalated to the vendor;
- System Enhancement Services – A package of consulting days dedicated to system enhancements and fine-tuning of the implementation;
- Operational and System Administration Services – Maintenance related to frequent changes in the system.
Our Technology Expertise
Tibco Business Works