Engagement Model

Engagement Roadmap

Network Operation Center: Engagement Roadmap

Problem Resolution Process

Tier 1 Escalation Call Flow

Network Operation Center: Problem Resolution Process

Tier 2 Escalation Call Flow

Network Operation Center: Problem Resolution Process

Emergency Coverage

  • Each team implements a full 24×7 cell phone rotation for handling the emergencies
  • The emergency cell phones are available to the client’s teams to be used in case of emergency to request Luxoft support.
    • The cell phone can be used 24×7 (including night time and weekends)
    • Once notified, a Luxoft’s engineer will join the emergency team in no more than 15 minutes.
    • The Luxoft’s engineer will remain involved until the client’s services are completely restored. In case the root cause cannot be isolated, a follow-up investigation will be initiated the next business day in order to locate the root cause.
    • In case the emergency is lasting for more than 8 hours, Luxoft will arrange for shifts.
The emergency call flow is set up as follows:

Network Operation Center: Emergency Coverage

Support Services Management Diagram

Network Operation Center: Support Service Management Diagram

  • Support teams completely managed by Luxoft
  • Any Business Critical or Emergency recovery issue is escalated through Luxoft management for immediate action and maximum visibility
  • Agreed metrics are weekly/monthly reported for work efficiency & performance monitoring
Contact us
Tel: +40(21)203-6696
General & Sales Inquiries:
167 Calea Floreasca, Sector 1
Bucharest, Romania 014459

Engagement Model: Metrics and Quality

The Luxoft Support services are based on TL9000 quality standard related to End-to-End Ticket/CR management
  • Defining the process flow when handling tickets, based on the case priority
  • Defining the initial response time, based on the case priority
  • Defining how to log external (customer visible)/ internal notes, how to track the progress, etc
Relevant metrics are used to track the work efficiency/productivity of each project:
  • Total tickets closed per person per week
  • Percentage of the overdue tickets out of the total tickets (based on the TL9000 specifications)
  • Percentage of the failed tickets out of the total tickets (a failed ticket is declared when the provided solution is not fixing the customer issue or is triggering other side effects)
A Customer Satisfaction Surveys are collected annually

Specific tools are used to track the support activity (Jira, Clarify, Wiki etc)
  • To track the tickets/CRs
  • To organize a Knowledge Database for easy search for known issues
  • To organize the training process
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