Case Study: Always-On Data Center Support with 2-Hour Onsite Response
The Challenge
Our client needed more than just standard IT support — they required a partner who could ensure their critical data center devices remained operational around the clock. With 80% of support requests expected outside business hours, the challenge was clear: deliver 24/7 coverage, rapid onsite response, and a 5-year support commitment.
Our Approach
At AlphaPilar, we designed a tailored Service Level Agreement (SLA) to match the client’s demanding environment. Our solution included:
End-to-end device delivery, transport, and onsite installation by expert engineers.
24x7x365 technical support, available anytime, day or night.
2-hour guaranteed onsite response for critical incidents.
Ongoing proactive monitoring to reduce risks and downtime.
Seamless remote guidance when needed, ensuring quick resolutions.
The Results
Zero unplanned downtime throughout the engagement.
100% SLA compliance, with every response and resolution delivered on time.
Improved business continuity and operational resilience.
A trusted long-term partnership that continues to deliver reliability, security, and peace of mind
Project Info
- Category: IT Technology
- Client: Kers
- Location: Usa
- Surface Area: Skermset
- Architect: Istiak
- Completed Date: 2018
- Year Of Complited: 50k