Total IT Infrastructure Outsourcing for
A Malaysia Leading Certification Authority

Case Study about Total IT Infrastructure Outsourcing for reliable Service Desk to ensure seamless business operations during off-hours and public holidays.

About our Client

A Malaysian Leading Certification Authority (CA).

Challenge

Our client encountered significant operational challenges due to increasing demands for customer support. Specifically, they required a reliable Service Desk to ensure seamless business operations during off-hours and public holidays. Ensuring continuous monitoring of their digital services is paramount, as any downtime could adversely impact customer experience and business continuity.

Total IT Infrastructure Outsourcing.

Solution

We provide a comprehensive 24×7 Network Operations Center (NOC) service tailored to the client’s needs.
Our approach focused on:

  • Data Centre Services and Disaster Recovery Services (DC Services).
  • Dedicated Connectivity Services and Solutions (Managed DIA / SDWAN).
  • 24×7 Managed Services:
  • 24×7 round-the-clock monitoring of critical URL links to ensure optimal performance.
  • 24×7 Ticket Escalation: For any incidents that require immediate attention, we have established a systematic ticket escalation process, guaranteeing that critical issues are prioritized and resolved quickly.
  • ITSM Service Delivery Management Monthly Report and Continual Serviice Improvement (CSI).

Outcome and Result

  • Increased Uptime: With Velo’s proactive monitoring, the client experienced a significant reduction in downtime, enhancing overall service availability.
  • Improved Response Times: The ticket escalation process led to faster resolution times, minimizing the impact of service interruptions.
  • Customer Satisfaction: Enhanced support capabilities resulted in improved customer satisfaction and trust in the client’s services.

Technologies and Tools

Data Centre Services

Disaster Recovery Services

Managed DIA / SDWAN

Velo 24/7 NOC