The service desk is the first contact point (by telephone or e-mail) for all service-related reports and is responsible for the timely implementation of the agreed actions. Depending on the type of maintenance contract, the progress of the reports can be monitored via a Service Portal.
The maintenance services that Qurius will be providing are agreed upon with the client and are put in writing in a Service Level Agreement (SLA). This way, it is clear what type of service Qurius guarantees and how this will be reported. An availability level of 99.5%, or reaction times of no more than 1 hour, are examples of service levels. There are various service quality levels available (bronze, silver, gold), each with their own price structure. The end responsibility for an SLA lies with a Qurius Service Level Manager who (depending on the type of contract) will report to the client on a periodic basis, on the services provided and the planning of the activities.
The service processes are implemented following the best practices of service management (ITIL /ASL) and the service consultants are trained in this methodology. Qurius Managed Services delivers a large part of the services based om remote support. Qurius also has tools available to provide insight into the advantages of outsourcing services activities and the steps to be taken.