Major Service Support Blocks

Madeo™ Service Support is designated to fit your needs.


You can elect one or more support services from the below list. Together, we will make sure to organize your designated Madeo™ service support team to deliver the functions you need at the rhythm you choose.



Reporting

  • Inventory and asset management
  • Problem identification and management
  • Service reviews including performance, performance improvement and reporting
  • SLA management
  • Major incident root cause analysis and re-mediation actions


Incident and Problem management

  • L1, L2 and L3 incident management
  • Oversight of on-site and remote team activities
  • Proactive monitoring
  • Preventive maintenance on equipment


Change Management

  • All logical changes for end users and infrastructure
  • Oversight of on-site and remote team activities
  • Project management of large pre and post-migration moves


IPT and Contact Center Expertise

  • Technical escalation
  • Preventive maintenance on infrastructure
  • Problem analysis
  • Infrastructure change oversight
  • Release management
  • Remote office support


Operations Director

  • Overarching responsibility for all aspects of operational performance
  • Escalation management
  • Vendor management
  • Service transition from Project Office into Operations (operational readiness)