Compliance with EU regulations
Challenge
The customer, a rapidly expanding tech firm based in the EU, faced a critical challenge: maintaining continuous, 24/7 technical support coverage while adhering strictly to evolving EU regulations. Their existing support infrastructure, primarily reliant on a geographically constrained team, struggled to accommodate the growing demand and lacked the flexibility to adapt to regulatory changes.
On top of ensuring round-the-clock support and regulatory compliance, the project also addressed wider operational inefficiencies. The customer faced lack of standardized processes and consistent templates, leading to inconsistent support quality and difficulty in tracking performance. Another key goal was to consolidate disparate data sources into a unified system to improve reporting and analysis, enabling proactive issue resolution and strategic decision-making.
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Solution
To support the fast-growing EU-based tech firm, DIGITALL provided a shared Level 2 and 3 Infrastructure Support team of experienced engineers, available 24/7 on-call. This solution ensured uninterrupted technical support while meeting evolving EU regulations and minimizing downtime for critical systems. The initial step was a comprehensive transition of support services, encompassing all systems within the customer's environment.
Building on this foundation, DIGITALL implemented standardized support procedures and consistent templates to ensure uniform support quality and efficient issue resolution. DIGITALL consolidated disparate data sources to enhanced reporting and analysis to enable proactive issue resolution and more strategic decision-making. The team's expertise covered the customer's technology stack, including VMware Virtualization, Windows Server Administration, Linux Administration, Network Management, and Firewall Administration, ensuring effective support across the entire infrastructure.
