Managed Services for Enterprise Applications

CtiPath Services improve any experience related to critical, real-time applications.

Our services are:

• Relational
• High Touch
• Professional
• Flexible
• Innovative

Relational Service

Relational service involves building and maintaining strong, personal relationships with customers. This type of service often involves a high level of personal interaction and attention, and is focused on creating a positive and meaningful connection with customers.

Relational service is often contrasted with transactional service, which is more focused on the completion of a specific task. Relational service, on the other hand, is focused on the ongoing relationship between the service provider and the customer.

CtiPath provides relationship service primarily through our resource engineers. A resource engineer is assigned to each customer. The resource engineer will become familiar the customer’s environment and the customer’s staff. When the customer reaches out to CtiPath, they know the person they will speak with, and that person will understand their particular requirements, policies, processes, culture, and more.

High-Touch Service

High touch service is a term used to describe a service that involves a high level of personal interaction and attention. This type of service is typically characterized by a focus on building strong, personal relationships with customers and providing them with tailored, individualized support.

High touch service is often contrasted with a type of service that includes less personal interaction and is more focused on a set of standard and automated processes.

CtiPath provides high-touch service through daily, weekly, monthly, quarterly, and annual touch points with the customer’s appropriate staff. We do not wait for something to break before we interact with the customer.

Professional Service

Professional service is a term used to describe a service that is provided by trained and experienced professionals. This type of service is characterized by a high level of expertise and professionalism, and is often associated with specialized fields or industries.

Professional service is often contrasted with non-professional service, which is provided by individuals who do not have the necessary training or qualifications. Non-professional service is typically associated with less complex or specialized tasks, while professional service is associated with more complex or specialized work.

CtiPath provides professional service through the appropriate training and certifications related to each role. Furthermore, we only assigned experienced engineers as the customer’s resource engineer. This engineer has tier 2 or higher experience, and will know the customer’s technical environment, culture, and staff. We will not make you wade through several layers of engineers and help desk personnel before you reach someone who can help.

Flexible Service

Flexible service is a term used to describe a service that is adaptable and able to change in response to the needs and preferences of customers. This type of service is characterized by a willingness to tailor and customize the service offering to meet the individual needs of each customer.

Flexible service is often contrasted with inflexible service, which is more rigid and fixed in its approach. Inflexible service is typically characterized by a one-size-fits-all approach, in which the service provider offers the same service to all customers without considering their individual needs or preferences.

CtiPath provides flexible service by modifying our policies and procedures to match the needs and requirements of our customers. We do not force our customers to work through rigid processes in order to get the support they need.

Innovative Service

Innovative service is a term used to describe a service that introduces new and unique features, approaches, or technologies. This type of service is characterized by a focus on creativity and innovation, and is designed to provide customers with a differentiated and superior experience.

Innovative service is often contrasted with traditional service, which is more familiar and established. Traditional service is typically characterized by a proven and well-understood approach, while innovative service is more experimental and forward-thinking.

CtiPath provides innovative service by constantly updating our monitoring environment and processes to provide best in class support for our customers.

Support Levels

CtiPath Managed Services are offered in several support levels:

• Monitor Level
• Maintain Level
• LifeCycle Level

Monitor Level Services

CtiPath Monitor Level Services allows our customers to combine the best in class monitoring and support from CtiPath, while allowing the customer’s team to manage all events, incidents and maintenance.

Monitoring Level Services includes:

• 24/7 automated monitoring by CtiPath’s proprietary monitoring system
• Tier 2 or higher resource engineer assigned to customer to provide high touch, relational service
• CtiPath handles incident notification while the customer manages incidents in house
• CtiPath available to provide additional incident support as needed

Maintain Level Services

CtiPath Maintain Level Services provide the next step of support for customers who wish to continue managing incidents, but would like CtiPath to handle regular maintenance.

Maintain Level Services include all Monitor Level Services plus the following:

• Security and Engineering patching as needed
• Operating system patching and updates as needed
• Monthly maintenance schedule
• All CAB documents required by customer

LifeCycle Level Services

CtiPath LifeCycle Level Services provide top of the line of support for customers who would like CtiPath to manage all incidents and maintenance. With LifeCycle Level Services, CtiPath also assists the customer with planning and roadmapping..

LifeCycle Level Services include all Monitor Level Services and Maintain Level Services plus the following:

• CtiPath takes on responsibility for incident notification and management
• CtiPath takes ownership of troubleshooting and root cause analysis
• Continual business engagement for planning and roadmapping

This is what our customers say about CtiPath: