Qualica Technical Support:
T: +27 11 731 1700 (all hours)
E-mail:
Our general services support desk is open 08h00 - 17h00, Monday - Friday.

Specific 24 x 7 support is available for particular solutions.

Operations and service management: Why Qualica?

ITIL approach to service management

The way we manage our support and operations functions is based on the principles for Service Management laid out in the IT Infrastructure Library (ITIL). ITIL is an internationally recognised set of concepts and practices for managing IT services, developing IT and managing IT operations. Using ITIL helps us to deliver support to our customers that is predictable and reliable. ITIL also provides a framework for continual service improvement.

Mature software development life cycle

Qualica has a tried and tested software development life cycle that enables predictable, on-time, on-budget delivery of new products or product enhancements. The process begins with all stakeholders agreeing what the product or enhancement is required to do. The development phase runs in parallel with quality assurance, with the user-acceptance testing performed at each iteration. The process is managed via a project management capability reporting to the development manager.

For all products that Qualica operates, a release schedule is maintained that enables all stakeholders to obtain a view of when new features will be released or when identified faults will be rectified. This is managed via an ITIL Change Management process

Read more about Qualica's software development life cycle.

Incident management
Incidents are raised in two ways to minimises unplanned downtime for our clients:

• Proactive monitoring, based on comprehensive infrastructure and service.
• Customer reporting to our Service Delivery team.

Incidents are resolved or potential problems are raised and tracked via a trouble ticketing system (see below). Services and processes are all well documented to provide seamless support. Using this approach, Qualica operates an ITIL-compliant support desk and a change management process.

Robust ticketing system

We utilise a ticketing system with trouble management software that assigns each incident a ticket number and a severity rating to manage service delivery against the applicable service level agreement. Root cause analysis is conducted to resolve all issues, whether internal or via a third party.

Dual escalation

In the event of an incident not being resolved in a timely manner and within a customer's contracted service level agreement, the incident is escalated both within Qualica and within the customer organisation.

Royden Dall
General Manager
Internet Solutions