Managed Services for your RPA

High availability, reduced risk, maximized uptime, and incident resolution for your robots

Talk to Our Experts Managed Services Plans

The JOLT Managed Services offering provides our RPA clients with the insurance they need for high availability (HA), reduced risk, maximized uptime and incident resolution. JOLT’s 24-hour a day coverage leverages autonomic monitoring of the RPA systems and automation to receive events and alerts from the UiPath Orchestrator and ensure processes and transactions flow seamlessly by design.

Our Managed Services is delivered by our Robotic Operations Center and our systems easily integrate to client's ticketing systems to shorten Mean Time to Notify (MTTN), Mean Time to Isolate (MTTI) and Mean Time to Resolve (MTTR) within incident and problem management.

Schedule a meeting today and discover how JOLT’s Managed Service offering can provide you the coverage you need.

WHY JOLT's MAnaged Services

Expert Incident

Management and SLA

24x7 Autonomic

Monitoring

High

Availability

Reduce Robot

Maintenance Costs

Risk

Mitigation

Seamless Flow of

Transactions and Processes

World-Class

Turnkey Support

Easy Ticketing

System Integration

Up to 65% of IT maintenance budget is spent just to "keep the lights on"

Source: Managed Services Market – Global Advancements

JOLT'S ROBOTIC OPERATIONS CENTER Breakdown

Autonomic Monitoring

JOLT Bot & System proactive monitoring autonomically reviews transaction logs, BOT performance and UiPath Orchestrator variables to capture issues against our known-good baseline

Error Capturing

Alerts, events, exceptions and errors that occur are captured and reported to our incident management system for logging and notification

Robot Diagnosis

Diagnostic bots are ran to gather performance and event data to assist our RPA troubleshooting engineers

Incident Management

Incidents are assigned to Managed Services queues for round-the-clock staff diagnosis and resolution

Issue Remediation

Remediation of issues are driven by priority and severity of each incident with notification and updates provided through our ticketing

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AUTONOMIC MONITORING - ALL EYES ON YOUR RPA

The JOLT Managed Services solution uses UiPath automation connected to the client environment through Citrix, as a process in the client Orchestrator or through a direct API connection to gather RPA transaction and Orchestrator performance data. This information is compared against “known-good” baselines and exceptions and errors are identified as alerts.

Monitoring takes place 24 hours a day, 7 days a week. Alert capture and incident creation begin our Service Level Agreement (SLA) clock.

incident PRIORITY managemeNt & sla

Alerts auto-populate a JOLT incident ticket and notify internal Managed Services staff of the priority and nature of the incident.

P1 (High Priority / "All Hands on Deck")

A P1 incident would indicate that there is an issue with the infrastructure or UiPath platform that is causing automation to fail.

P2 (MEDIUM Priority)

A P2 incident would indicate that there is an automation related error or exception that has occurred and will be resolved with minimal client involvement if possible.

P3 (Low Priority)

A P3 incident is usually related to a simple known issue or an information request.

incident management flow

Once the incident has been opened and the priority is assigned, our incident flow is broken out into the SLA based activities for notification, diagnosis, isolation and remediation. The graph below describes the activities that take place within the incident flow.

JOLT tracks the mean time to notify (MTTN), mean time to diagnose (MTTD), mean time to isolate (MTTI) and the mean time to resolve (MTTR) for each incident to continually improve or highlight incident variables that affected our SLA compliance.

MTTN and MTTR are the only SLA affecting metrics. MTTD and MTTI are internal SLA affecting metrics tied to RPA developer performance.

MTTN

P1 – 15 minutes
P2 – 1 hour
P3 – 24 hour

MTTR

P1 – 8 hours
P2 – 24 hours
P3 – 48 hours

The overall program SLA compliance will be reviewed monthly through a shared monthly service review and be highlighted quarterly through a quarterly business review.

How JOLT Manages your RPA

Incident priority management and sla

Alerts auto-populate a JOLT incident ticket and notify the JOLT Managed Services staff of the priority and nature of the incident. JOLT labels incidents as High Priority, Medium Priority, and Low Priority.

Depending on the priority label of each incident, JOLT will assess which resources need to be deployed in order to remediate the incident as fast as possible.

INCIDENT MANAGEMENT FLOW

JOLT tracks the mean time to notify (MTTN), mean time to diagnose (MTTD), mean time to isolate (MTTI), and the mean time to resolve (MTTR) for each incident to continually improve or highlight incident variables that affected our SLA compliance.

Monthly service reviews and quarterly business reviews will help assess the health of the program.

FLEXIBLE OFFERINGS

Features

Service features included in our 2-tiered RPA Managed Service plans.

24x7 Autonomic Monitoring
All Incident and Escalation Support
Diagnosis and Basic Troubleshooting
Monthly Service Reviews
Enhanced Reporting
Turnkey Expert Support
Production Enhancement Support
Release Management

Basic

Features included in the Basic Managed Services Offering

Enhanced

Features included in the Enhanced Managed Services Offering

The JOLT Managed Services offering provides multiple options for Service Level (SLA) response based on client needs. We’ll keep you in the loop on any high-priority issue encountered and guarantee response and resolution within SLA guidelines. Your RPA deployment is important to us, and JOLT wants to ensure your BOTs are performing at the highest level possible consistently and constantly.

We also provide ongoing Managed Service release and configuration management through our close partnership with leading RPA vendors for the latest patches and releases of your RPA platform.

With JOLT's innovative approach to automation, we have the ability to provide custom automated release and patch management for your other IT and enterprise applications using RPA, to learn more about this offering you can download the resources below and fill out the form to speak with one of our representatives.

related resources

White Papers

Automated Release and Configuration Management - LP Cover - compressed - small

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Blog

Automated Release and Configuration Management

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YOUR ROBOTS DESERVE A SECOND CHANCE - MAKE THEM SUCCESSFUL WITH JOLT'S RPA MANAGED SERVICES!

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