We understand that our solutions are mission-critical to our customers' business and ongoing success. We provide our customers with the highest level of service and support, using industry leading best practices.

 

ITIL Industry Standards

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• Incident management

• Problem management

• Change management

• Monitoring

 

Raptor Proprietary Standards

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• Ticketing portal (client visible) - real-time management and reporting of all activity, providing full transparency

• Change Control Management System - end-to-end change management that includes customer sign-off

• Real-time reporting of system performance and operations

• Independent governance and formal oversight to ensure operational excellence

  • Ongoing cross-departmental training - enabling a company-wide holistic view of systems, policies and procedures

  • Incident Management Readiness Program - rehearsed with customers to ensure that all policies, procedures are met and that all parties respond responsively within the SLA