Each region has local engineering expertise providing 24/7 direct client support. We conduct automated checkouts in each region allowing for global stability and follow a well-defined rules of engagement run book. Our flexibility allows for adherence to client change management requirements for their dedicated environment. Our network is fully instrumented with Corvil Analytics for continuous monitoring and analysis, leading to higher overall reliability, reduced incident “Mean Time to Resolve” (“MTTR”) and “Mean Time to Innocence” (“MTTI”) rates.

Our Global Service Operations Team operates as an extension of your team. As such, see below for a list of artifacts that can be customized to meet the client’s needs, in support of superior client service.

Maintenance & change management
Pico to contact the client at agreed-upon intervals after completing changes that may affect the client’s environments.

Automated check-outs
Start of Week (SoW) and Start of Day (SoD) checks to cover the entire scope of client’s environments managed directly by Pico or those client’s environments not managed directly by Pico, yet dependent upon Pico infrastructure.

Scheduled service review
Pico proposes the establishment of monthly service reviews for those incidents affecting the various client environments (to include status and RFO).

Advanced instrumentation & telemetry analysis
Pico has installed taps on every inter-data center and venue link and has Corvil appliances deployed in each data center. Instrumentation and telemetry metrics gathered include PTP drift analysis, venue access latency and jitter, network bandwidth utilization, etc.