IMAKE’s Operations Support Center
IMAKE’s Operations Support Center (OSC) is a cut above the rest. Our customers agree that our OSC provides superior service because it is designed to meet customer needs in three primary ways.
First and foremost is that the IMAKE OSC has on-site operations support engineers available for 24/7 operations systems support. We are “ALWAYS ON”. Our competition may have systems that are running 24/7, but they may not have a dedicated staff of professionals who are:
- Actively monitoring system servers and processes
- Receiving instant alarm condition notifications
- Immediately responding to system alarm conditions
Second, we follow escalation procedures that have been mutually defined with our customers so that all parties know who will be contacted, when they will be contacted, and how they will be reached (email, cell phone, pager, etc.). Our highly trained 24/7 operations support engineers will:
- Generate a trouble ticket regarding the condition(s)
- Immediately respond to the alarm condition
- Execute proven escalation processes and procedures
Third, we provide maintenance of the IMAKE VOD systems with customer coordinated installations of severity 1 and 2 bug fixes. Optimal VOD system performance is our primary goal! We will also install up to 2 minor software releases per year when customers take advantage of our minor release upgrade plan. IMAKE’s minor releases include new functionality and provide our clients with the incentive and value to stay current with technology.
The IMAKE OSC does much more than simply monitor for network outages and then place a phone call to the customer. We offer outstanding proactive and reactive support by recognizing potential alarm conditions and responding to early warnings and alerts.
The IMAKE OSC is where our customer VOD systems converge and become the focal point of the service excellence we deliver to our customers. IMAKE OSC – ALWAYS HERE, ALWAYS ON.
To reach IMAKE’s OSC, call 301-896-9206 or click the Support tab at the top of the page.
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