When events or security alerts are detected it is the skills and experience of the support organisation that will return normal operation with minimal delay. IT4A work with its Customers to manage the balance of local and remote expertise based upon operational necessity.
Whilst there are some cases where IT4A will provide 1st, 2nd and 3rd line support, it is more typical that we partner with the local OT team to provide remote L2/L3 support or, where remote access is not possible, L3 support only. In the latter case there is a need for greater technical training of the local support team.
Training that will empower local operatives to troubleshoot and remediate network issues calling upon telephone assistance or site visits when needed.
IT4A believe the best support solution is one tailored to the specific needs of a Customer.
Contact IT4A to discuss how we can help find the best approach to supporting your OT systems.