Where supplier APIs permit we monitor our full service inventory and upstream suppliers, polling and capturing notifications regarding service status, health and outages.
Partner diagnostic tools (available for selected services e.g. nbn) enable you to attempt to resolve issues remotely. In the unlikely event these do not fix an issue then our native ticketing capability will pass the now qualified problem to the supplier – ensuring a more rapid remedy through Level 2 or 3 Support – avoiding the normal triage process where possible. Virtualplatform integrates with both customer and supplier ticketing platforms for seamless handover.