Critical alarms are received on our customer’s ticketing system; we like to receive a copy of the notification in our own ticketing system for logging purpose
Follow up incidents:
We follow up all critical notifications and related tickets, fraud alert, etc. and coordinate with your operations department.
In case of a Critical alarm we follow your procedures and call your engineer when needed. And escalate when is required based on your company’s escalation matrix.
We can have weekly meetings with Skype to follow up platform changes, upgrades and patch updates, to schedule downtime. These meetings are good for us to inform your company about incident trends.