Support and incident management
Thanks to a clear hotline
Thanks to strict operational processes, with a distinction made between ‘standard’ support tasks and ‘incident management’, we can guarantee you that various specialists are available at all times, as well as ultrafast recovery times in the event of a business-critical incident.
And by the way, when we say 24/7, that does not mean that you will hear a sleepy voice on the line if you ever call us at night. By distributing our staff across multiple time zones, you can always talk to a support engineer who is wide awake, in your own language.
In case of incidents with your hosting environment
Thanks to a separate process for professional customers, Combell guarantees that you are given the correct priority level at all times.
For larger projects, our incident management specialists participate in a kick-off meeting. This means they are informed in advance about any possible features and procedures that are specific to your systems.
Customers with a Pro SLA package have direct access to senior support, which guarantees an even better response time.
Thanks to a clear documentation of your server
In the event of an incident, the Combell specialists have all the information they need about the customers, servers, interdependency, possible specific features or procedures, login information…
A variety of tools is directly linked to the inventory database for better efficiency. At any time, Combell can make a visual representation of the rack in which the server is installed, without anyone having to be physically present in the data centre.
The specialists always have a direct line to the system architect who led the implementation.