Support & continuous improvement

Our services are not just about implementing solutions.  A truly great solution is one that solves the challenges of today, but more importantly solves the challenges you face 5 years from now!  Continuous improvement is our mantra.  We are always looking to adapt, improve and enhance our solutions.  Whether we have built a solution for you already or you are just looking for someone to take on support, improvements or hosting for an existing application then we are more than happy to assist.

Applications support and hosting 

We can host cloud applications, but also servers and server applications too.  We will monitor and patch the infrastructure and ensure the best possible availability of your solutions.  We provide a highly responsive service desk who an offer a break fix service on.

Continuous improvement

Our continuous improvement service aims to ensure that your applications and solutions are always kept in line with current regulatory, legislative and corporate policies and processes.  We can provide simple and continuous updates to your apps through regular releases.

Our support

It’s important that by working with Cielo Costa on a support and CI contract we become an extension of your team. 

We hand-hold and resolve the support issues whilst at the same time taking a longer-term view on updates, tech enhancements and developments to make the tools more efficient more responsive and more agile for your business.

We work in partnership with you. 

  • First response SLA: 90% responded to within 2 business days

  • Proposed resolution SLA: 90% have a proposed resolution within 4 business days from ticket being logged

  • Monthly meetings to review performance, targets, consumption and drawdown

  • Service times 9am to 5pm, Monday to Friday, except UK bank holidays

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