Service Experience Promise

At Open Systems, we don’t just promise secure access; we live it. We back up our SASE Experience with our Open Systems Service Experience Promise. This Promise is measurable. These measurement areas are:

Service Level Agreement (SLA)
Level-3 Engineers
Proactive and Preemptive Support
Assigned Experts

You can count on Open Systems SASE Experience for a dependable, tailored, and secure access experience that goes beyond mere promises to tangible, measurable results.

Our promise to you

At Open Systems, we don't just promise a great service experience; we live it. We implement proven and leading technologies and robust security protocols to protect your network from potential cyber threats while delivering the highest levels of availability. We put this commitment ahead of everything else. We deliver this through:

8 minute

incident escalation to certified engineer from customer tickets

Level-3 Engineers

Our Network and Security Operations Center (NOC/SOC) is staffed by Level-3 engineers on the front line to triage incoming change requests, monitoring alerts and incidents as well as incoming calls to ensure all events are prioritized according to their urgency and properly handled.

99.99%

on premises equipment SLA

Proactive & preemptive support

Get ahead of any issues. We can anticipate problems, minimize disruption, and enhance your operational performance.

60 seconds

Device checks every

SLA: 24x7 Operations

Accelerate response and ensure continuous global business operations with expert Level-3 engineers available around the clock.

99.999%

Cloud Services SLA

Assigned Experts

Every customer gets assigned a team of Customer Success Managers who act as an extension of your team to help design, plan, migrate and implement the SASE setup that best fits your needs.

6 minute

notification of incidents that Open Systems detects

Service Level Agreement (SLA)

Open Systems offers end-to-end SLAs on cloud and device availability.

The SLAs extend to our 24×7 Mission Control Operations Center for customer ticket response time and incident notification.

Our Operations centers are staffed by a team of Level-3 engineers that are available around the clock, providing prompt responses and continuous support, supporting your local and global business operations.

Level-3 Engineers

Our Mission Control Operations Center provides NOC and SOC functionlity staffed by Level-3 engineers on the front lines instead of in the background.

They triage incoming change requests, monitoring alerts and incidents as well as incoming calls to ensure all events are prioritized according to their urgency and are properly handled.

Those Level-3 engineers are composed of highly technically skilled employees from our Development, Sales Engineering and Customer Success departments. After 400+ hours of training and certification, they join the Mission Control Operations Center as a regular part of their weekly work schedule. Being at the forefront of customers and operation systems, they are best placed to monitor and improve the platform and make sure that everything runs optimally now and in the future.

Assigned Experts

Every customer gets assigned a team of Customer Success Managers. They are network and security experts who act as an extension of the customer’s team and help with designing, planning, migrating and implementing the SASE setup that best fits their needs.

Proactive and Preemptive

Our platform features advanced monitoring and alerting capabilities, that have been implemented and perfected thanks to our 25+ years experience running managed services for our customers.