One of our key clients with an extensive cloud customer base and thousands of users leveraging their cloud services globally sought tech support. The client wanted to run their cloud-based processes in a simplified manner and manage cloud service requests from customers efficiently.
We connected with the client’s team to understand their situation and expectation from the project. Our cloud tech services, and support team analyzed their situation and understood that the client required end-to-end cloud tech support for the Oracle Cloud Infrastructure (OCI) service. The service included full infrastructure (compute, network & storage) support, user management, application support, change request, and SLA-based operational support, which could help them cater to the requests from their cloud customers in a better way.
PureSoftware formed an Oracle Cloud Infrastructure (OCI) team of engineers to manage all the OCI support activities for the client’s cloud Infrastructure and users to work in a multi-client environment collaboratively.
As a part of the solution, we empowered the client with
PureSoftware Oracle Cloud Infrastructure (OCI) team of engineers helped the client in the following ways:
100% SLA and service availability and continuity of mission-critical systems
24/7/365 service support for OCI cloud infra and end-users
Handle more than 1000 tickets per month
Experience a significant reduction in issues and backlogs
Achieve highest 5/5 CSAT rating