Digi-TaSC & Delivering Support

Incident Management & Escalation

Digi-TaSC manages and monitors all support (the ‘S’ in Digi-TaSC) cases both internal and external. It monitors all parties involved in the support issue regardless of whether they are internal or external and can be used to track time responses and resolution as required.

All failures, all internal support requests, all subscriber enquiries or support enquiries and all internal support staff and help desk staff use this system. This component of the system also monitors the performance of the staff (regardless if they are customer personnel or Partner personnel) and systems performance in accordance with the Service Level Agreement [SLA]. The automated incident management System [IMS] in Digi-TaSC monitors all performance and reports on compliance or breaches of the SLA.