Why carrier-grade support matters for Connectivity Service Providers

Discover how MAVOCO's ITIL-compliant support services can enhance your business operations with reliable 24/7 assistance and comprehensive incident management.

How MAVOCO’s ITIL-compliant support model sets a new standard

When your business runs on a carrier-grade Connectivity Management Platform (CMP), the support behind it needs to be just as dependable, scalable, and intelligent. Yet too many vendors offer only ticketing and a vague SLA. At MAVOCO, we deliver more so you can deliver more.

We dedicate ourselves to offering the best quality support services to our customers.

What does ITIL-compliant support really mean?

ITIL (Information Technology Infrastructure Library) is the leading global framework for IT service management. It ensures that support services are aligned with business needs, structured through repeatable processes, and focused on quality improvement.

At MAVOCO, our CMP support model is built around ITIL best practices. This means:

• Efficient workflows for incident, change, and problem management

• SLA-backed service delivery

• Transparent reporting and continuous improvement

• A dual model of reactive and proactive CMP support

Why does this matter? Because only an ITIL-compliant support approach can consistently deliver the service quality, accountability, and transparency that CSPs require.

Two support levels – tailored for your needs

At MAVOCO, we offer a structured approach to support that allows CSPs to get exactly what they need—whether it's fast incident resolution, system optimization, or both.

Standard Support – the base package (most popular)

Included with every MAVOCO CMP deployment, this base package provides the essential, SLA-backed support you need to operate smoothly:

• 24/7 access via ticketing system and emergency hotline
• SLA commitments for response, restoration, and resolution
• Root cause analysis for critical and high-priority issues
• Regular software updates and incident documentation

This is the default package most CSPs rely on—and for good reason. It delivers carrier-grade reliability, fast response times, and complete transparency.

Premium Add-On Support – available individually or in bundles

On top of the base package, you can tailor your support model with proactive services designed for growth, performance, and risk prevention.

These proactive services are designed to ensure your platform is always secure, optimized, and future-ready:

• Monitoring & event management
• Capacity and performance optimization
• Service continuity management
• Database, security, and fulfilment support
• Billing Operations Support System (BOSS) assistance
• Managed software upgrades

These services can be ordered individually or as a bundled suite, depending on the complexity of your environment and your internal capabilities.

Why combine reactive and proactive CMP support?

Reactive support keeps your carrier-grade CMP running

Your systems need quick responses when things go wrong. Our 24/7 team ensures you get the right expertise, fast-backed by SLAs that go beyond the industry norm.

Proactive support prevents future failures

We monitor, optimize, and maintain your CMP behind the scenes to reduce risk and increase uptime. This includes performance tuning, health checks, vulnerability scanning, and more.

Why choose MAVOCO for carrier-grade CMP support?

Every MAVOCO customer benefits from:

• Regular system audits

• Performance evaluations to avoid capacity issues

• Clear SLA enforcement and real-time updates

• Root cause analysis reports as a standard, not a favor

• An assigned Customer Success Manager for tailored guidance

And beyond that, our support services are shaped by deep industry experience:

With more than 10 years of experience supporting Connectivity Service Providers and IoT enterprises, our team understands what "carrier-grade" really demands. Our CCO leads a dedicated CMP support team built to grow with you and learn from every interaction.

How this connects to IoT Connectivity Management

Reliable support isn’t just a service add-on, it’s a core enabler of global IoT success. In the broader context of IoT Connectivity Management, carrier-grade CMP support ensures that every device, every connection, and every transaction performs as expected, no matter where in the world your customers operate.

Our support services are directly aligned with the pillars of IoT Connectivity, particularly:

• Operational reliability: keeping devices online and services uninterrupted

• Scalability: supporting growth across geographies and technologies

• Security and compliance: proactively safeguarding sensitive environments

For CSPs delivering IoT at scale, MAVOCO’s support isn’t optional, it’s foundational.

Ready to experience carrier-grade CMP support?

Don’t let support be your weakest link. With MAVOCO, it becomes your growth engine.

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