Technical Support Overview Day-in and day-out, it is our team of technical support specialists that makes the real difference to our customers. Armed with processes built on ITIL-best practices and enterprise-grade IT tools and technology, our Service Desk takes full responsibility for the delivery of your business-critical web properties 24x7x365. While you drive service strategy, we work closely with your project directors and development teams to ensure the stability, performance, and security of your cloud servers and applications. We provide true End-to-End Technical Support to our customers int he following ways: Fully managed solution covers all aspects of service delivery through the entire IT life cycle Comprehensive ITIL-based technical support framework 24x7x365 Technical Support with deep Windows and Linux expertise We back up our words with meaningful quality of service guarantees based on actual end-user experience. Unless your cloud computing provider accounts for actual end-user experience over the Internet’s “middle-mile”, your quality of service metrics are largely meaningless and so is any Service Level Agreement dependent on these metrics. This is why – for every site on our enterprise-class cloud computing platform – we provide a web dashboard with detailed end-user performance and availability metrics from dozens of strategic checkpoints around the world. We use these metrics to validate our industry-best quality of service guarantees. Carbon60 assumes responsibility for the remaining IT service management components related to delivery of the customer’s business-critical IT workloads, such as: Service Design: Supplier Management Availability Management Capacity Management Service Transition: Deployment Management Change Management Release Management Configuration Management Service Operations: Event and Request Management Incident Management Problem Management For mid-sized companies transitioning to an IT-as-a-service model, Carbon60 not only delivers world-class infrastructure-as-a-service but a complete IT outsourcing solution. As part of our Enterprise Cloud solution, our expert technical support team will assume full responsibility for the end-to-end delivery of your business-critical applications. Comprehensive ITIL-based technical support framework 24×7 Help Desk Services with deep Microsoft expertise Incident and Problem Management Change and Run Book Management Configuration and Capacity Management Business Continuity Management Security Management Armed with enterprise-grade tools, technology, and processes built on ITIL-best practices, Carbon60 takes full responsibility for the delivery of your Windows and Linux-based business services to your staff. While you drive IT service strategy, we work closely with your internal IT resources to ensure end-to-end service stability, performance, and security over our optimized WAN services and Enterprise Cloud infrastructure. As a result, Carbon60 can offer comprehensive quality of service guarantees that reflect actual end-user experience.