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Customer Engagement
Service Delivery Mangement & Customer Audits  


Customer Engagement

Service Delivery Mangement & Customer Audits


 

Service Delivery Management is followed at Netmagic for systematic execution of services contracted by the customer via the Service Order Form.

This process involves complete planning, organizing, constant co-ordination and perfect execution of all the services. Every project involves the following steps:

Each Service Order/Project is handled by a dedicated Service Delivery Manager (SDM) with strong leadership, managerial and techno-functional skills. The SDM is the SPOC (Single Point of Contact) during the implementation phase for any new service/s. There is a strict audit procedure in place, before the operational services are handed over from Service Delivery to Service Operations. This eliminates gaps, if any identified during the Service Delivery process.

Engagement Management

Engagement Management is the tie between the customer and all the internal processes / people / solution at Netmagic. It is the glue that holds the delivery, operations, billing together with the intent of avoiding any disconnects for the customer. An Engagement Manager (EM) ensures that the team on the ground is performing to both our standards, and that they meet your specific project needs.

The EM would act as the second channel of escalation as well providing you with value added services. An EM is assigned to select Priority customers. You may get in touch with your Netmagic Sales Account Manager (every customer has an account manager) to get more details about the allotment of EM.

Customer Audits

Customers of Netmagic Solutions may have their internal requirements to carry out assessment / audits of the physical facility / infrastructure, DC area and related processes to show compliance to various standards and / or meet their customers' requirements. The intent and establishment of Customer Audits shall enable Customers (Prospective, New and Existing) to audit Netmagic's physical and/or logical facilities.

Customers are requested to send their Audit requests by logging a Service Request with us. Please ensure that you provide the following details at least 15 days in advance for enabling smooth conduct of Customer Audits at Netmagic's premises.

  • Customer Name
  • Name of the Auditing Firm
  • Agenda of the Audit
  • No of Auditors
  • Exact List of Items/Processes that are likely to be audited
  • Auditor's Background