Service ownership
Service-desk, escalation and delivery managers connect L0–L3 teams, OEM / principal support, field operations and local partners.
服务能力
托管运营
区域服务台和技术团队提供 24×7×365 服务覆盖，将 L0 自助、L1 服务台、L2 远程专家与 L3 工程支持衔接。
区域服务台和技术团队提供 24×7×365 服务覆盖，将 L0 自助、L1 服务台、L2 远程专家与 L3 工程支持衔接。
支持事件、问题、变更、配置、知识、服务报告及连续性管理，并与 OEM、现场工程师及服务经理协调。
ITIL 服务流程和 PMBOK 项目管理支持客户约定的服务级别。MCdesk AI 运营属于按客户范围验证的集成方向。
完整技术资料与原文（英语）
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.