To provide state-of-the-art customer service, Sapiens follows industry standards and best practices, such as ITIL, including incident management, service request management, problem management, monitoring and event management, change control, release management, service configuration management, knowledge management and service level management.
All these practices are implemented using Service Now, a single service management platform featuring a customer service portal and a service catalog. Sapiens process architecture enables end-to-end traceability and customer visibility.
We at Sapiens understand that information security and privacy are top concerns for our clients. This is why we follow strict protocols to mitigate risks by monitoring and handling security and cyber events and incidents, as well as assuring that the corresponding procedures are followed and continually improved. Sapiens is accredited with ISO 27001 and SOC 1 and is GDPR compliant.
Our service offerings are bundled into services, and the specific service entitlements are set according to the required service level. The Service Level agreement ensures that Sapiens support is attuned to our customers’ IT commitments and goals.
We provide the customer with a comprehensive operations manual that elaborates all service entitlements, and all binding procedures and SLAs, based on mutual understanding of roles and responsibilities on both sides.