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, see remote support for further details. Qurius also has tools available to provide insight into the advantages of outsourcing services activities and the steps to be taken. See outsourcing for more details.