Service ownership
Service-desk, escalation and delivery managers connect L0–L3 teams, OEM / principal support, field operations and local partners.
Capabilities
Managed operations
Multilingual support with local accountability, every hour of every day.
Regional service desks
Clark, Dalian and Okinawa provide service coverage in English, Chinese, Japanese and Korean, including native Japanese technical support for Pure Storage customers in Japan.
The right expertise at each level
L0 self-service and proactive monitoring connect to L1 service desk, L2 remote specialists and L3 expert engineering. OEM support, field teams and service managers provide escalation and ownership.
An agreed operating framework
ITIL-driven service processes and PMBOK-driven project delivery support customer-specific SLAs, reporting, escalation, continuity and service oversight. Availability and response commitments are agreed per engagement.
Delivery reference
Development direction: MCdesk integration for knowledge retrieval, ticket enrichment, engineer assistance and controlled workflows. These proposed agent capabilities are scoped and validated per customer.
Connected delivery
Designed, built and supported together.
Infrastructure services, software development, specialist resources and process services contribute across the full MTS delivery lifecycle.
What would you like to build next?
Talk to our team about your infrastructure, operations or AI priorities.
Go deeper
Products, workflows and solution detail.
Service levels with context
Measures agreed around the customer.
Performance & continuity
Contact-centre abandon rate, service-request completion time, service reporting, customer processes and business continuity are examples of the measures and controls defined for an engagement.