Case Study: a leading airline technology solutions provider achieves 100% SLA compliance and customer satisfaction with Cybage

a leading airline technology solutions provider achieves 100% SLA compliance with Cybage

The customer, a leading airline technology solutions provider, faced challenges including delayed responses due to a lack of technical support, frequent technological roadblocks, system downtime, and escalations from insufficient Level 1 production support. To address this, they engaged the vendor, Cybage, for product engineering and technology solutions services.

Cybage implemented a comprehensive solution that included 24x7 technical support and Level 1 production support. This involved infrastructure monitoring, server management, and first-line triage for tickets. The results were a 100% SLA compliance rate, the resolution of 100% of production issues by the L1 team, and the handling of over 24,000 tickets annually. Cybage also achieved a 15-minute turnaround time for P1 tickets while providing efficient support to over 23 airlines.