White Glove Support
Our 24-hour policy provides the quote customers request in a timeframe you require, while our cloud technical support desk is available 24 hours per day, 7 days each week, including Federal holidays. With deployment in less than three months, our repeatable, scalable processes cut implementation time almost in half, compared to the average implementation time of competitors. If any concerns have not been fully addressed within 4 hours, your case is escalated to senior review.
Service Request Tracking
GovDataHosting provides and maintains a comprehensive all-inclusive point of contact ServiceDesk to act as the primary interface to customers. Customers can submit tickets with any issues or concerns which allows our technicians to track, document, and resolve efficiently. The ServiceDesk allows for the streamlining of planning, approving, and implementation of change control in customer systems. This allows us to ensure changes are documented, that services are not unnecessarily disrupted and that resources are used efficiently. Our process improves productivity and ensures that we meet SLAs.
Service Level Agreements
Each and every member of our cloud technical and compliance support staff understands - when hosting government mission critical systems, there is absolutely no room for error. That’s why we offer the industry’s only 100% infrastructure availability Service Level Agreement, ensuring that our clients receive an optimal level of assistance. Customers are guaranteed SLAs for account and credential creation, response to customer service incidents and requests, password resets, and planned or emergency maintenance notifications.
Support Advantage
GovDataHosting employs specialized engineers throughout our three U.S. locations. Our support team is not only skilled but performs under intense pressure to ensure the best job done possible. We lower risk while increasing customer support and quality assurance through:
- 100% U.S. citizens trained to support mission critical systems
- PMI certified project management professionals
- Leveraging lessons learned from prior successful implementations
- ISACA/ISC2 certified security compliance personnel
- More than 80% of personnel possess active OPM/DOD government clearances
- Trained in advanced security protocols, such as access control, incident response, and change control
