All screens in a hosted model (SAAS or cloud) are monitored by Digitopia’s support team. As soon as a problem is detected, a ticket is opened, dispatched and solved by the support team.
The network is monitored on a 24/24 7/7 basis. Alarming and monitoring tools have been implemented allowing a pro-active monitoring of the platform, the network, the connectivity and this up to individual level of 1 screen in 1 location.
Most alarms are remotely treated often before any intervention by the customer.
If not yet solved thanks to pro-active monitoring, problems are as much as possible solved by phone intervention. If necessary, there is an on-site visit within 48 hours to resolve the issue. Hardware problems will always be solved by a swap intervention: instead of repair on-site we swap the broken goods. In this way we can guarantee close to 0% non-operational equipment on-site, after intervention.
Digitopia’s 24/7 technical support desk can be reached by a toll free number. This helpdesk can be consulted for technical as well as graphical requests. The full process of monitoring and repair is managed through DGT Dynamics, including the ticketing.
Furthermore, Digitopia is in the process of acquiring the quality management certificate ISO9001 and will have completed the certification process before end of 2011.
