24/7 Support

How website analysis identified improvements that boosted conversions

The brief

Having delivered a new multi-chanel digital platform for Nuffield Health we were asked to provide hosting and 24/7 support to guarantee high availability (99.999%):

  • Due to the business critical nature of the new platform, and in particular its integration with CRM processes, high uptime availability is crucial.
  • Our client wanted a personal, tailored service where we owned the relationship with their hosting company and where we were responsible and accountable for any failure via an SLA.
  • The client also wanted various tailored services including content management support in the event of a crisis outside normal office hours.

Our approach

Working with our offshore team and our client’s hosting company we designed a premium support package and service level agreement and delivered it at competitive rates:

  • Working with the client we defined risks, pro-active mitigations, responses, priority support tiers, and an SLA.
  • We put in place a dedicated service desk with phone, email, Skype and support ticketing and escalation processes.
  • We put in place various monitoring tools to provide a multi-layered monitoring approach specifically targeting pages and forms on the website that were business critical.
  • We worked with the client’s hosting partner and other integration partners to build a cross-company support team and effort.

The result

We delivered an industry benchmark beating service whilst providing customised, integrated, pro-active support:

  • We delivered 99.9999% uptime, smashing our SLA target. All downtime issues were handled on average within minutes with the maximum downtime event being only 40 minutes.
  • Our layered monitoring identified and alerted us to potential issues before they created downtime issues.
  • True 24/7/365 support – there was even one event where we were required to publish new pages of content, design and functionality surrounding a public relations event on Boxing Day, a UK public holiday.

Get in touch. Contact our head office in London

020 7471 8500

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