At OSKY, we recognise the critical importance of continuous service improvement, especially in the face of consecutive failures or service quality degradation outlined in a Service Level Agreement (SLA). Our approach is structured to address these challenges effectively:

1. Root Cause Analysis:

• Conducting a thorough root cause analysis to identify the underlying issues leading to consecutive failures or service quality degradation.
• Collaborating with relevant stakeholders to gather insights and understand the full scope of the challenges.

2. Immediate Remediation:

• Implementing immediate remediation measures to address the identified issues promptly.
• Mobilising resources and expertise to rectify the root causes and restore service quality to agreed-upon standards.

3. Continuous Monitoring:

• Enhancing our monitoring systems to provide real-time visibility into service performance.
• Implementing advanced monitoring tools to detect anomalies and potential issues before they impact service quality.

4. Proactive Service Adjustments:

• Taking a proactive approach to adjust service parameters and configurations based on lessons learned from consecutive failures.
• Collaborating with clients to ensure that service adjustments align with their evolving needs and expectations.

5. Client Collaboration and Communication:

• Maintaining open and transparent communication with clients throughout the improvement process.
• Collaborating closely with clients to gather feedback and insights on their expectations and any specific requirements for service enhancement.

6. Documentation and Knowledge Transfer:

• Documenting the entire process of service improvement, including root cause analysis, remediation steps, and adjustments made.
• Facilitating knowledge transfer within the support team to ensure that lessons learned are embedded in our operational practices.

7. Performance Review and Continuous Learning:

• Conducting a comprehensive performance review post-improvement to assess the effectiveness of implemented measures.
• Utilising the insights gained for continuous learning, ensuring that our services evolve in response to changing conditions and client needs.

OSKY’s approach is not just reactive but proactive, focusing on continual enhancement to deliver optimal service quality. By leveraging our expertise, technological capabilities, and a collaborative approach with clients, we aim to turn challenges into opportunities for service excellence and client satisfaction.