Combell is strongly driven by the procedural approach of your concrete needs in IT. In this context, we follow the principles of the ITIL. For each aspect of the project cycle, we developed a separate procedure.
In this context, we start from a dynamic context and continuously optimise each procedure - based on the input gathered from practice. This way, Combell puts its experiences in each domain together, which eventually benefits all its customers. Over the past ten years, Combell has thus developed a strong expertise. That is why the company knows all the ins and outs of about any imaginable problem related to hosting.
With its procedural approach, Combell covers the entire project cycle: from presales to delivery and maintenance. What is important in this context is that we document and check everything very meticulously, from the first contact with the customer. For your project, you can count on a personal account manager.
For larger projects, you sit down at the table with your sales contact person, the presales manager, the project manager and the implementation team. Combell then delivers the solution, after having carried out a thorough internal quality check, always with the necessary documentation. After that, we validate the entire setup and make an inventory of it, including the requirements concerning the monitoring, the security policy, the contact information, the preferred channels for notifying incidents, etc. It is you who determine when the installed environment goes officially online. From that moment, Combell takes full responsibility for monitoring and maintaining your environment. At all crucial moments of the implementation process, Combell draws up a transfer document in close consultation with the customer.
Thanks to a ticket-based support system, Combell guarantees the best possible response and recovery waiting times at any time.
Thanks to the extended documentation of each system, our specialists have the right information to be able to immediately take adequate action. This way, we can always call upon the system architect who conducted the implementation process.
Customers who chose a Pro SLA package have direct access to senior support, for an even shorter response waiting time.
By means of that separate process for professional customers, Combell guarantees that you benefit from the proper priority level at any time. In the context of large projects, specialists also take part to an accompanying kick-off meeting around incident management. So, they have all the necessary information in advance about the specifics and the procedures of your environment.
If an incident occurs repeatedly, it indicates a structural problem.
In that case, Combell switches to procedures for problem management and - if necessary - change management. In that event, we adjust the configuration of your environment until all problems are solved and the solution perfectly fits your needs.