SLA-Driven 24/7 Application Support for a Leading US-based 3D Printing Company
Overview
Our client is a leading technology company specializing in 3D printing and traditional manufacturing processes in the U.S. ACL Digital has provided application development support for an in-house customer-facing application which includes a quoting portal that offers instant pricing for CNC and 3D printing. The applications—Brio, Qsoft, ITO, and the Phoenix portal—enabled customers to access manufacturing tools online, facilitating everything from prototyping to full-scale production.
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Challenges
Lack of a ticket-handling mechanism
Limited responsiveness and availability of business-critical applications
Absence of project governance for end users
Data and tasks were dispersed among various team members
No effective mechanism for measuring service level agreements (SLAs)
Outcomes
- Increased application availability for end users
- SLA-based management services throughout the engagement
- Enhanced operational efficiency through an SLA-driven approach, improving customer satisfaction
- Reduced incident frequency through a continuous service improvement methodology
