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Common Operational Questions

Frequently Asked Questions

Find answers regarding SLA levels, local contractor dispatch rules, framework certifications, and licensing optimizations.

How does your global "Smart Hands" dispatch network function?
We operate a hybrid model. For remote support, our localized helpdesks handle Tier 1 to Tier 3 issues instantly. For physical hardware failure, cabling, or local office setup, we dispatch pre-vetted “Smart Hands” contractors located near your offices. This ensures on-site assistance globally under an integrated Service Level Agreement (SLA).
 
Our Security Operations Centre (SOC) operates on a rolling “follow the sun” schedule. We have three dedicated teams located in distinct global time zones. When one team ends its shift, it does a rigorous handoff to the next team. This eliminates fatigue, provides fresh human analysis 24/7/365, and ensures an incident response time of under 10 minutes.
 
Yes. Part of our Strategic Cost Optimization is managing your existing vendor relationships and software licensing (e.g., Microsoft 365, Salesforce, AWS). We audit your current usage, consolidate idle seats, negotiate bulk pricing, and optimize your overall SaaS spend to capture substantial savings.
 
CaaS acts as a continuous self-auditing tool. Instead of rushing to gather evidence once a year, our software and engineers continuously verify your identity policies, database encryption, server logs, and employee training. We generate live readiness reports that your external auditor can review directly, speeding up certification by up to 50%.
 
Onboarding begins with a comprehensive, non-intrusive infrastructure and security assessment, which takes 3-5 business days. Once complete, we deliver a customized Services Blueprint. Transitioning to active monitoring and helpdesk integration typically takes 14 to 30 days depending on organization size.