At KTSL, our approach has always been to act as an extension to your team and do the hard work for you when you need it.
We tailor each agreement to ensure you pay only for the support you need to maximise your service up time and minimise the effort you expend on each incident.
We believe in being proactive and constantly working with you to review the service, performance and root cause of issues to drive an ever improving service.
We can leverage our professional services consultants on top of our BMC certified service desk to provide the right help for each BMC product.
What we provide with our Support services
Your terms, our team
Our approach has always been to augment the capabilities our clients need, without assuming we know what is required.
We tailor each agreement to ensure you don’t pay for things you don’t need.
What you get “out the box”
Web/Self-Service (via our KIMI portal), email and phone support
Call triage and ticket management
24×7 Capability for critical issues
Bug Fixes/Patches & Workarounds
Help with releases and versions upgrades
Proactive issue management & resolution
The extra value add
Dedicated product specialists and technical leads
Quarterly service reporting and reviews
Problem escalation management
Health Checks and Architectural Reviews
Customer Success Program
Bolt-on capabilities for service integration, transition
Configuration and Application Management/li>
AI ticket analysis
Strategic Advisory Services
Onboarding + Ongoing Service
Monthly Service Review
Monthly Reporting and KPI’s
Monthly rehearsal and test of system processes
Quarterly Account Review
Annual Exec Review
BAU Operations Review
Opportunity for transformation
Support linked to our Professional Services
Access to KTSL tools
Thought leadership on ITSM
Invites to Webinars and Conferences
A partnership to leverage our 25 years of experience