All SunGard Availability Services clients have direct access to our 24/7 SunGard Network Operations Centre support team, located in Dublin, Ireland. Our team comprises highly trained and multi-skilled engineers, and our Customers can contact the NOC via telephone, email or via our Online Support portal.
Our Customers have their own password protected login to the SunGard Online Support Portal where support queries can be tracked from creation through to resolution and Customers can access a full history of their support calls at all times.
The NOC team act as both front line support and a pro-active monitoring centre for all managed services clients and in-house system and resources. All support queries are logged and tracked through the use of an integrated trouble ticketing system.
In the unlikely event that an Operations Centre engineer cannot resolve the issue, it will be immediately escalated to the appropriate engineering team.