Delivering enterprise-grade operations based on ITIL standards. Rapid response to P1 incidents ensures your quality data system remains rock-solid.
Not just fixing faults, but preventing them.
Tickets are assigned directly to R&D engineers who know the code and architecture, ensuring professional diagnosis upon first contact.
From day one to every upgrade, migration, and expansion. Full coverage: Assessment -> Implementation -> Validation -> Rollback Plan.
Quarterly/Annual inspections: Pre-identify hazards like slow queries, disk growth, and memory leaks to nip faults in the bud.
Response and resolution targets defined by production impact. In critical moments, 'every minute saved means one less batch of scrap'.
| Severity Level | Definition | Response Time | Resolution Target |
|---|---|---|---|
| P1 Fatal Error | System completely unavailable, causing production stoppage or data collection failure. | < 30 min | Restore or provide workaround in <strong>< 4 hours</strong> |
| P2 Severe Error | Core functions impaired (e.g., CPK calculation fails), but data collection continues. | < 2 hours | < 24 hours |
| P3 General Issue | Non-core function anomaly or UI display error; production not affected. | < 8 hours | Fix in next patch release |
| P4 Consultation | Usage inquiries, configuration guidance, or feature requests. | < 24 hours | Depending on roadmap schedule |
From patches, backups, and DR to performance: treating system stability as a 'manageable production line'.
