Quavo's incident management team responds to issues that affect the QFD cloud through proactive, reactive and continuously improving processes. Quavo's goals for incident management are as follows:
- Achieving a 99.9+% uptime SLA
- Ongoing reduction of incidents over time
- Continuous improvement in response and resolution to incidents resulting in systems that are not simply up, but of high quality and value to their users
Quavo's incident management team provides the following capabilities to meet these goals:
- An always up, realtime support portal that provides users the ability to report incidents at all times and for any reason
- A highly distributed support team able to respond to incidents at any time and from any location
- Paging systems that push incidents to on call technicians immediately
- A tiered response team that provides quick resolution to simple problems and deep expertise for more complex ones
- Supporting structures of vendor partnerships for platform and infrastructure issues
- Well defined incident classification and SLA response based on ticket severity
- Correlation procedures for events that affect multiple clients at once
- Continuous improvement procedures and review of root causes to prevent further incidents from occurring for all clients