SLA and Service Management

Sapiens cloud and application management services are governed by robust operations 

Contact Us

 Comprehensive Service Management Operations

Ensuring smooth daily operations of all Sapiens cloud and application services

How we do it

  • Dedicated Service Manager responsible for the day-to-day management and operations of all services, the implementation of processes and deliverables, governance, and reporting
  • 24/7 Service Desk serving as a single point of contact via a multi-tier support model, and responsible for lifecycle management of incidents and requests. Using the Customer Support Management tool customers can easily track and monitor reported issues
  • Strong governance and reporting periodical monitoring reviews, issues and prioritization, service performance, release planning, etc.  
  • Periodic and ad-hoc reports provide customers with key analytics

Strong Governance Reporting 

Providing a robust set of tools designed to empower organizations with strong governance reporting capabilities

How we do it

  • Providing cloud operation hosting reports, including infrastructure incident summary, production environment availability, server performance, production environment backup, and more
  • Ensuring incident reporting detailing the status, priority assigned, and handling  
  • Service level reporting – measurements on all SLAs, resolution, and response times

End-to-end Operational ITIL Procedures Management

Streamlining and optimizing every aspect of your ITIL (Information Technology Infrastructure) Procedures management

How we do it

  • Managing incidents and Problems 
  • Monitoring releases 
  • Managing request fulfillment and change control 
  • Audit trails 
  • Role-based access 

 Access Management

Taking access control to the next level with a solid and intuitive solution for managing user permissions and data security

How we do it

  • Controlling Sapiens Cloud Services’ and customers’ user access to the hosted solution 
  • Periodically auditing access users list 
  • Handling request fulfillment and change control; terminating user access as needed 
  • Providing periodic access reviews, analytics and dashboards 

Complementary Products

Sapiens provides a comprehensive set of solutions to fully automate the insurance landscape.

Cloud Management Services

The full range of cloud management services throughout the project lifecycle

Learn more

Application Management Services

Comprehensive application management and application maintenance services

Learn more

What’s new

More updates