Case Study

Case Study: Global 24/7 Support

Enabling 24/7 support for a leading optician

The Brief

Specsavers selected Unipro to provide a 24/7 support solution to deliver worldwide application and server support for all microservices, intranet, brand and ecommerce websites used across their 11 territories.

We implemented this in Jira and included the ability to cover incidents, change and information requests. A 24/7 on-call team was built,  with escalation paths for critical issues and faster resolutions. We proactively managed system health, with management setup to provide maximum uptime. New process and procedures for the management of the infrastructure were also created.

Remit

Manage all infrastructure used within AWS and Specsavers existing legacy systems. This included support across multiple regions covering time zones from the Great Briton, Europe and Australia.

We provided proactive monitoring and health checks on all services managed, providing a 1-hour resolution time on all P1 priority issues. Working closely with the Specsavers internal IT support, incident management, change management and other 3 party providers.

Supporting incident reporting for territorial markets, web development team and Specsavers internal IT support via telephone, web portal and email.

Result

In this time, Unipro managed and maintained over 35 production servers providing security updates, maintenance and deployments for new functionality. We provided a system uptime of 99.9% and continued to evolve the SLA to meet the changing pace of the business needs. We provided 5800 hours annually of support, across a dedicated team that supported the 11 territories. Resolving 2500 tickets submitted annually with a resolution rate of 98.54% against an SLA compliance of 91.51%.