Explore our Standard and Premium support options, designed with ITIL- compliant processes to ensure seamless, efficient solutions for your business needs.
Base Package: Standard support services
(most popular)
24x7 REACTIVE support with direct access to MAVOCO's emergency phone service and 3rd level support for incidents on MAVOCO CMP software.
24x7 emergency phone service for critical incidents
Support desk directly interfacing you as our customer, with 24x7 phone availability for critical incidents
Reactive incident handling
Incident restoration through complex diagnostic activities, correction activities and creation of a new patch software version.
Incident SLA commitments
Commitments for:
-response time
-restoration time
-resolution time (permanent fix)
Route cause analysis reports for Critical and High Incidents
Focus on preventing reocuring incidents
Software updates
Error corrections and/or minor enhancements or improvements of the software. Regular Updates and Patching keep systems up-to-date, safeguard against vulnerabilities and optimize performance.
Software upgrades
Deployment of new CMP Major Software Release containing new product functionality introduction following the roadmap evolution, relevant industry standards, and regulations.
Add-on Support Services can be ordered individually or in bulk on top of the Base Package
24x7 PROACTIVE support where MAVOCO is proactively monitoring, performing proactive maintenance activities and extended incident handling activities, reducing your internal support efforts and costs.
For customers who require a Managed Services approach, the full set of Standard Support Services
+ Add-on Support Services is a perfect choice.
Proactive Monitoring, Event Management & Incident Handling
Regular proactive monitoring and configuration activities
Regular proactive health-checks necessary to maintain the overall system performance.
Proactive incident initiation and handling.
Extended incident handling
Extended incident handling activities on behalf of the customer such as analysis of logs and traces, status of interfaces, network environment, databases, system capacities, performance, limits, configuration
Service Continuity Management
Day-to-day Preventive Maintenance activities such as backup and disaster recovery
Database Management
Routinely analyse database logs to identify errors
- Monitor and fine-tune database settings, queries
- Regular Updates and Patching to keep the databases up-to-date
- Disk Space and Storage Optimization
- Index and Tablespace Management
Capacity & Performance Management
Ensuring that the systems are running at their optimal capacity to meet the agreed service levels are avoid incidents
- Proactively analyzing reports and trends
- Performing Performance Optimization
- Creating and maintaining capacity and performance reports
Security Management
Proactive security monitoring
- Proactive execution of routine security audits
- Proactive regular vulnerability scans
Premium Services
Billing Operations Support (BOSS)
Our premium service provides direct access to a dedicated billing expert, ensuring proactive support for your Billing Cycle (BC). Unlike standard support, this expert monitors your bill runs in real time, assists with reconciliation, handles reruns, and resolves issues promptly, ensuring accuracy and efficiency for your billing operations.
Fulfilment Management
Our premium service offers business process execution outsourcing for added convenience. While you can manage processes independently via our GUI or API with just a few clicks, you also have the option to outsource these tasks to us. Simply submit a fulfillment request with the necessary input, and we’ll validate and execute activities like account creation or price plan setup, ensuring seamless and efficient operations.
Customer success manager to help you succeed
At MAVOCO, we believe your success is our success. That’s why every customer has access to a dedicated Customer success manager (CSM) from day one. Your CSM is here to ensure you get the most out of our product, offering personalized guidance and support tailored to your specific goals. Whether you need help with setup, advice on best practices, or someone to check in and make sure everything is running smoothly, your CSM is always ready to assist. They’ll work with you to understand your needs and will be there to help you grow, offering expert advice and making sure you’re fully supported every step of the way.
With a CSM by your side, you can focus on what matters most: driving your business forward, knowing we’re here to help you succeed.
ITIL compliant
MAVOCO support teams are organized and are working according to ITIL principles, with a deep understanding of telco support needs and procedures.
We speak the same ITIL language as our customers and we seamlessly align our incident management, problem management and change management processes with our customers for a smooth interaction and fast incident restoration.
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