What 24x7 actually means
Not an answering service
Plenty of providers advertise 24x7 and deliver a voicemail box until Monday. REDD staffs the desk with engineers who can actually resolve the issue, with defined response targets that are reported on monthly whether we hit them or not.
- Every end user can raise a ticket by phone, email or portal
- Engineers with access and authority to fix, not just to log
- Response and resolution targets contractual and measured
- Escalation path into specialist teams when it is not a quick fix