Customer Support — three-tier technical support and proactive monitoring

Intralot’s Customer Support offers a global three-tier support service designed to address software, hardware, and operational needs. This service provides 24/7/365 availability to manage and resolve technical issues. It functions to ensure the continuous operation and stability of customer systems.

Proactive Monitoring

Monitoring services proactively protect operations by generating event tickets from alerts. These alerts relate to potential issues concerning servers, networks, databases, and applications, enabling pre-emptive action before reported problems impact service.

Tiered Support Structure

The support system operates on three levels. The 1st Level Support/Service Desk handles reported issues, prioritizes them based on business impact and service level agreements (SLAs), and escalates unresolved matters. The 2nd Level Support consists of Application and IT experts who investigate issues, provide resolutions or workarounds, and document findings for a knowledge base. The 3rd Level Support involves software developers and IT support experts who intervene directly in the code to implement immediate recovery solutions and apply necessary fixes.

This service is suitable for operators requiring comprehensive, continuous technical support for their software, hardware, and operational infrastructure, such as those in the iGaming sector. It addresses the need for proactive issue management, structured problem resolution, and specialized intervention to maintain system integrity and performance.