To ensure your IT remains stable and high-performing at all times, we rely on clearly defined processes and responsibilities that work seamlessly together. From service management to support levels, we make sure incidents are handled quickly, risks are identified early, and all services are monitored transparently.
Service Manager PASS
PASS Service Managers are responsible for the overall service operations across all customers. The First-Level Support team reports to them. They are not involved in day-to-day operational service communication. Their core responsibilities include:
- Ensuring and steering service quality
- Service reporting and service reviews
- Managing escalation and exception processes
- Service optimization
Service Manager Customer (SpoC)
The Customer Service Managers (SPoC – Single Point of Contact) serve as the interface between the customer and PASS. They monitor SLA compliance and service quality and coordinate all service-related topics, including:
- Incident management
- Change management
- Escalation management
- Reporting
Second-Level Support
Tickets are assigned to Second-Level Support by First-Level Support. Second-Level Support is responsible for processing them. This includes analyzing the issue, resolving it, or escalating it to Third-Level Support if the incident is caused by a third-party system.
Follow-up questions are handled via agreed communication channels in coordination with the customer’s SPoC.
Third Party Management
Tickets related to third-party systems are forwarded to the respective external provider. The third-party provider receives support from PASS Second-Level Support to resolve the issue. Once a ticket is transferred to Third Party Management, PASS’s incident resolution time is paused.
Regardless of this, PASS will aim to provide a workaround as quickly as possible (for priority level 1).
Monitoring & Optimization
To identify issues at an early stage, monitoring, proactive control, and optimization of individual service areas (service domains) within an IT environment are essential. These activities are supported by data analytics and automation. Predictive Service Domain Management covers the following areas:
Availability
Performance
Utilization
Incident
Service Transparency & Quality Assurance
Through clearly defined KPIs, audits, and regular reviews, we ensure that all services are delivered sustainably, compliantly, and at the highest level of quality.
Service Cockpit
The PASS Service Cockpit is a portal that enables our customers to monitor and manage their cloud services at any time (24/7). The clearly structured, visually enhanced dashboard consolidates all key information on a single screen, including:
- Ticket status
- System status (hardware, networks, applications)
- SLA compliance
- Trend analyses of ticket development
Transparency Reporting
Reporting includes the preparation, distribution, processing, and storage of information on delivered services in the form of reports (standard reports). The report is generated in accordance with the agreed terms and can be accessed via the Service Portal. The detailed standard report consists of:
- Summary
- SLA overview
- Deviation table
- Machine availability
- Security incidents
- Changes in the threat landscape
Service Reviews
In addition to the service information available via the portal (cockpit, reporting, documentation), both the customer and PASS may invite participants to a service review meeting.
Topics covered in the review meeting:- Review of the reporting period
- Modification of service aspects
- Optimizations and strategies
- Upcoming changes
Internal Audit
PASS delivers its services based on an Information Security Management System (ISMS), which is reviewed annually by internal audit and whose risks are actively mitigated. All internal and external audit activities are documented in the annual internal audit report. The audit report (PASS Annual Internal Audit Report in accordance with ISMS/ICS) can be accessed via the Service Portal. The ISO/IEC 27001 certificate is also available through the Service Portal.
External Audit (Pooled Audit)
PASS is subject to an annual external certification in accordance with ISO/IEC 27001 as well as a pooled audit pursuant to IDW PS 951 Type 2. The audit covers, among other aspects, network security, access protection, backup and disaster recovery strategies, as well as measures to ensure recoverability and high availability.The corresponding audit reports are available to customers upon request and subject to a fee.
24/7 Monitoring
Your systems are monitored around the clock, including live status updates and automated alerts.
Transparency
Reports, audits, and reviews provide full visibility into SLA compliance and system status at all times.
Data backup
Daily backups and regular restore tests ensure maximum data availability and reliability.
Fast response times
Incidents are addressed immediately, supported by clearly defined processes to ensure rapid resolution.
Single Point of Contact
A central point of contact ensures clear, efficient, and seamless communication at all times.
Certified processes
Standardized and audited procedures ensure high compliance across the entire service operation.
![[Translate to Englisch:] Server mit Schutzschild](/fileadmin/img/pc/3_private-cloud-services/service-betrieb/_ce/service-betrieb-datensicherung.png "[Translate to Englisch:] Datensicherung")
Cybersecurity & System Protection
The threat landscape of cyberattacks is continuously evolving. We protect your IT infrastructure through a comprehensive security concept that combines technical measures, regular assessments, and clearly defined processes.
Network protection
We secure your network, detect attacks at an early stage, and block them effectively. Clear rules and segmented structures ensure that only necessary connections are permitted – controlled and regularly reviewed.
Server Security
Our servers are protected by the latest antivirus solutions and are always up to date. This includes regular security updates and systematic checks of all protective mechanisms.
Event & Incident Management
Security-relevant events are continuously monitored and centrally recorded. Log data analysis enables the early detection of unusual activities and the rapid mitigation of potential risks.