Service Experience Promise
At Open Systems, we don’t just promise secure access; we live it. We implement proven and leading technologies and robust security protocols to protect your network from potential cyber threats while delivering the highest levels of availability. We put this commitment ahead of everything else, even our own short term profitability. We deliver this commitment through:
- Service Level Agreement (SLA)
- Tier 3 Engineers
- Proactive and Preemptive Support
- Assigned Experts
You can count on Open Systems Secure Access Experience for a dependable, tailored, and secure access experience that goes beyond mere promises to tangible, measurable results.
Our promise to you
At Open Systems, we don't just promise a great service experience; we live it. We implement proven and leading technologies and robust security protocols to protect your network from potential cyber threats while delivering the highest levels of availability. We put this commitment ahead of everything else. We deliver this through:
incident escalation to certified engineer from customer tickets
Our Network and Security Operations Center (NOC/SOC) set Tier 3 engineers on the front line to triage incoming change requests, monitoring alerts and incidents as well as incoming calls to ensure all events are prioritized according to their urgency and properly handled.
on premises equipment SLA
Get ahead of any issues. We can anticipate problems, minimize disruption, and enhance your operational performance.
Device checks every
Service Level Agreement (SLA)
Open Systems offers end-to-end SLAs including quality of traffic and not just availability to ensure the best application performance possible.
The SLAs extend to our 24×7 Operations Center for incident response and change requests to provide a seamless day-to-day operation.
Our Operations centers are staffed by a team of Tier 3 engineers that is available around the clock, providing prompt responses and continuous support, supporting your local and global business operations.
Tier 3 Engineers
Our Network and Security Operations Center (NOC/SOC) is staffed by Tier 3 engineers on the front lines instead of in the background.
They triage incoming change requests, monitoring alerts and incidents as well as incoming calls to ensure all events are prioritized according to their urgency and are properly handled.
Those Tier 3 engineers are composed of highly technically skilled employees from our Development, Sales Engineering and Customer Success departments. After 400+ hours of training and certification, they join the NOC/SOC as a reguylar part of their weekly work schedule. Being at the forefront of customers and operation systems, they are best placed to monitor and improve the platform and make sure that everything runs optimally now and in the future.
Every customer gets assigned a team of Customer Success Managers. They are network and security experts who act as an extension of the customer’s team and help with designing, planning, migrating and implementing the SASE setup that best fits their needs.
Proactive and Preemptive
Our platform features advanced monitoring and alerting capabilities, that have been implemented and perfected thanks to our 25+ years experience running managed services for our customers.
As much as possible, we try to surface not just interruption of services, but also the other less critical events that can later become a major issue. Also we detect, escalate and analyze trends like degradation of traffic in WAN tunnels, to make sure we can proactively improve the situation before it impacts the service.