01
Inventory
Supported systems, access and existing documentation.
05 / IT & TELECOM / 03
Technical support
Diagnostics, updates and planned maintenance. Systems, coverage hours and request handling are agreed in advance.
Prepare an enquiry
SOFCON AZERBAIJANRequirements / solution / delivery
Scope of work
What the service covers
- 01
Diagnostics and troubleshooting
Prioritise requests by impact and urgency. Record diagnostics, resolution and changes in the service history.
- 02
Updates, monitoring and backups
Schedule updates within agreed service windows. Define monitoring signals, backup frequency and recovery checks separately.
- 03
Remote and on-site maintenance
Define remote access, on-site work and escalation within the service scope. Response times and coverage hours are set out in the service level agreement (SLA).
Project deliverable
An agreed service scope and support process.
Infrastructure, security and automation
Sofcons is an official Huawei and Xcitium distributor in Azerbaijan. We connect product selection with integration, software development and technical support.
Delivery stages
Support procedures and service reporting.
We agree supported systems, coverage hours, request channels, priorities and escalation. Work performed is recorded.
02
Service procedures
Coverage hours, priorities, request channels and escalation.
03
Maintenance
Diagnostics, planned work and agreed changes.
04
Service records
Work records and follow-up actions.
Agreed deliverables
- Supported systems and responsibility boundaries
- Request handling, priorities and escalation
- Work performed, changes and service records
Related expertise
Before the project
Key questions. A clear starting point.
01How are response times and coverage hours agreed?
Agree an SLA based on system criticality, service windows and request priorities. Round-the-clock coverage and specific response times require a separate agreement.