BCSCore
Support Levels and Service Delivery Model
BCSCore provides service support for enterprise infrastructure, distributed platforms, network solutions, and mission-critical systems with consideration for availability, fault tolerance, security, and business continuity requirements.
BCSCore Service Approach
The BCSCore service model is designed to support high-load infrastructures, distributed networks, APN platforms, enterprise services, and mission-critical digital systems.
Support is provided in accordance with agreed SLA parameters, architectural characteristics of the solution, service criticality levels, and customer response time requirements.
For selected categories of infrastructure, extended support modes, dedicated engineering teams, priority escalation, and 24/7 response are available.
Service Delivery Model
Depending on the infrastructure type and customer requirements, the service model may include:
- 24/7 infrastructure and service monitoring;
- incident management and incident handling;
- service request management;
- dedicated engineering teams;
- critical event escalation procedures;
- support for high availability and geo-distributed infrastructure;
- support for APN networks and distributed connectivity;
- DevSecOps and CI/CD support;
- mission-critical systems availability control;
- security monitoring and observability;
- disaster recovery scenario support;
- scheduled updates and technical maintenance.
Support parameters are determined individually and may be adapted to the architecture, business criticality, and operational requirements of a specific project.
Priority Levels
BCSCore uses an incident classification model based on severity levels and impact on the customer’s business processes.
| Приоритет | Влияние на сервис | Первичная реакция | Обновление статуса | Режим поддержки |
|---|---|---|---|---|
| P1 / Critical | Complete unavailability of a mission-critical service, infrastructure, communication channel, or system directly affecting business continuity. | from 15 minutes | every 30–60 minutes | 24/7 |
| P2 / High | Significant degradation of a service or infrastructure affecting key operational functions and processes. | from 1 hour | every 2–4 hours | extended SLA |
| P3 / Medium | Partial malfunction affecting individual components without complete service interruption. | from 4 hours | within the business day | business hours / SLA |
| P4 / Low | Consultation requests, scheduled activities, service requests, change requests, and issues without critical impact on services. | up to 1 business day | according to the agreed schedule | business hours |
Actual SLA parameters are defined by contract terms, solution architecture, infrastructure criticality level, and the selected support model.
Monitoring and Observability
BCSCore applies a comprehensive approach to monitoring infrastructure, services, network components, and distributed systems.
Depending on the project architecture, observability platforms, event correlation systems, SIEM solutions, telemetry pipelines, logging systems, and automated response mechanisms may be used.
Monitoring may include:
- service availability monitoring;
- network connectivity control;
- infrastructure performance analysis;
- APN and distributed connectivity monitoring;
- security monitoring;
- infrastructure event auditing;
- fault tolerance monitoring;
- service degradation detection;
- automated notifications and escalation flows;
- SLA metrics monitoring.
Our goal is to ensure predictable, stable, and secure operation of customer infrastructure through continuous support.
BCSCore Service Escalation
Escalation and Critical Incidents
For critical infrastructure and mission-critical services, BCSCore uses operational escalation procedures for incident handling.
Depending on the incident severity level, engineering, network, operations, and infrastructure teams may be involved in incident resolution.
Critical requests may be handled 24/7 using dedicated communication channels and priority routing.
Supported Areas
The BCSCore service model covers a wide range of infrastructure and technology domains.
- enterprise infrastructure;
- mission-critical platforms;
- high availability systems;
- private APN networks;
- distributed infrastructure;
- edge and IoT infrastructure;
- IPSec and BGP integrations;
- hybrid and multi-cloud architectures;
- geo-distributed connectivity;
- container orchestration;
- DevSecOps;
- CI/CD infrastructure;
- enterprise platforms;
- information security;
- observability and telemetry;
- network and infrastructure services.
BCSCore Hotline
Need to contact the BCSCore engineering team?
For direct communication with the service, technical, and infrastructure teams, use the BCSCore hotline.
Go to HotlineNeed a custom service model?
BCSCore provides custom SLA agreements, dedicated engineering teams, and extended support models for enterprise and mission-critical infrastructure.
