Monthly service review
A written summary each month with incidents, target attainment, requests delivered, retainer use and your ratings.
Client portal
Your services, requests and billing in one place
Report incidents, request work and follow your engagement in the customer portal. Quote approvals, documents and billing are available according to your organization’s access permissions.
Preview the workflows with Example Freight Ltd. All names, figures and targets are sample data.
Your infrastructure at a glance
See open work and items awaiting action from your team or ours.
- Open incidents by severity
- Quotes to approve and deliveries to accept
- Retainer hours left this month, with every time entry behind the figure
- Service-level attainment against your targets
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Track incidents and agreed targets
Report an incident, choose its severity and speak with our engineers. Track response and resolution due times against your agreement.
- P1 to P4 severity with written definitions
- Response and resolution targets from your agreement
- A conversation with the engineer on each incident
- Your maintenance windows and escalation contact
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Your targets, in writing
Review your coverage hours, severity definitions and response and resolution targets in your support agreement. Track each incident against those terms.
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Requests priced before work starts
Pick a service from the catalog or describe what you need in your own words. Work that needs a quote waits for your approval.
- A catalog of common requests
- Quotes you approve before we start
- Changes approved by the people you name
- Deliveries you accept before a request closes
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Delivery you can follow
Projects from your approved scope, broken into milestones, with written progress updates.
- Milestones with completion dates
- Progress updates from the engineers doing the work
- Every project and its status in one list
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Approved service documents
Use the portal for approved administrative documents and service records. Keep operational configurations, production diagnostics, secrets and restricted material in your approved environment.
- Approved plans and administrative summaries
- Service agreements and handover records
- Downloads through short-lived secure links
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Invoices and payment history
See every invoice and its status, pay open ones online and manage payment details yourself.
- Invoice history with paid and open status
- Online payment and PDF copies
- Payment details managed through Stripe
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On your phone too
Report and follow incidents from your phone.
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Also included
Your team, your roles
Invite colleagues as owner, billing admin, technical admin or member. A quarterly reminder asks you to review who has access.
Two-step sign-in
Protect each account with an authenticator app.
Email updates
Receive replies and status updates by email. Each team member chooses their notifications.
Major incident updates
Follow major incidents through a portal-wide banner with the latest update and the next update time.
Four languages
The portal works in English, Spanish, French and Haitian Creole.
We set up your portal access when your engagement starts, after verifying your organization.
See engagement optionsNext step
Request an architecture review.
Whether you are planning an Ericsson ENM migration, preparing workloads for Red Hat OpenShift, reviewing VMware vSAN licensing or building a network API portal, the first conversation is with the engineers who would lead the engagement.
What happens next
- Describe the estate: the T1, T2 or T3 boundary involved and the current bottleneck
- Principal engineer review: a written technical reply within one business day
- A 30-minute working session, then a fixed-scope SOW for the $14,500 Assessment Sprint