Support
Velocity brings a key attitude to all of our project and support services - a constant sense of urgency that we know to be vital within the financial markets world.
Enterprise-level support is included with consulting services. If these services are terminated for any reason, they will have to be quoted separately based upon agreed service levels.
To ensure that any production issues involving ViSTRA are identified and resolved as quickly as possible, Velocity provides ongoing support.
The Velocity service offering has the following key elements:
- Responsiveness - Velocity operates in the same manner as the financial markets, available 24x7 via a single phone number. All calls are immediately directed to a primary support specialist who takes ownership of the issue and will draw upon the broader Velocity resources to manage it to a successful conclusion.
- Real-time Access - Our support and project specialists have immediate access to investigate, recreate and identify issues and then build a solution. Velocity provides two types of authenticated access, remote and direct connection. Velocity has a “best practice” security policy, which is always updated to support specific client requirements and all employees undergo extensive training and adhere to it strictly as their employment contract demands.
- Escalation - All issues are tracked and managed within a pre-defined escalation procedure, which is tailored to each customer’s environment and business requirements; this ensures that no matter how large, small or complex the issue is, it is always progressing efficiently to a conclusion.
- Communication - Velocity provides a secure web site for problem ticketing and tracking (including escalation) to communicate progress and handover status, so that everyone in the larger support/project team, whether working in-house or a third-party, is aware of who is managing the task or project and its history to that point.
- Accountability - At Velocity we own the issue regardless of who has the responsibility to fix it, and we take responsibility for it from when we receive the call through to conclusion.