Automation Monitoring, Support and
Maintenance Managed Service
SLA Based Monitoring and Maintenance
of Automations in Production
Automation Monitoring
Code Changes
Automation Incidents/Failures
Platform/Environment
The Dubotz Managed Robotic Operations Center (ROC) is a maintenance and support program for organizations that have a established RPA program and are running process automations in production. Leveraging a global delivery model, our ROC is equipped to support and monitor automations 24×7. These Managed Services use a broad set of tools and utilities that allow the Dubotz team to accommodate automation programs of all sizes. These tools and utilities include, Automated Deployment Utilities, Automated Provisioning Scripts, and Alerting and Monitoring Dashboards, L1, L2, Platform Support, and Automation Enhancements.
Who is Dubotz ROC?
Support Engineers
Automation Engineers
Infrastructure Engineers
Take the support workload off of development and leadership teams.
By switching to Dubotz Managed Services your organization can accelerate new solution creation by allowing developers to focus on new projects and implementations while ensuring older solutions are being utilized and improved upon.
Managed ROC Benefits
Scalable
Customizable
Capacity Driven
Continuity
$5,500 Min.
Standard
Package
Coordination with RPA Platform Vendor
- Coverage
- 16 Hours/Day 5 Days/Week
- Agile Points (Incidents & Enhancements)
- 120
- Reporting
- Weekly, Monthly, Quarterly
*Automation Support and Monitoring
Enterprise Program
Enterprise
Package
- Coverage
- Bespoke
- Automations
- Bespoke
- Incidents (60 mins/incident)
- Bespoke
- Enhancements (8 hours/incident)
- Bespoke
*Package is custom to client request
Please fill out the form before downloading.
ROC Service Packages
Basic | Essentials | Enterprise | |
---|---|---|---|
Services and Features: | Organizations looking for active monitoring of their production automations | Organizations looking for automation enhancements, bug fixes, code changes and incident resolution | Organizations looking for an all-inclusive support model to monitor, improve and maintain their production automations |
Monitor active automations during execution, based on run schedule | |||
2 Checks per day to ensure there are no unreported incidents while the processes where being monitored | |||
Ad-hoc Bot execution when requested | |||
Identify potential automation failure | |||
Identify improvement areas for unstable automations |
Perform root cause analysis on raised automaton incidents and failures | |||
Resolve active automation incidents and failures | |||
Track Incidents in incident management system | |||
Coordinate with Platform vendor for issues related with the RPA Platform |
Assess and categorize enhancement requests to determine scope of work | |||
Analyze in-scope enhancements benefits | |||
Add business requested features to automations | |||
Develop and Test approved enhancements | |||
Identify automations that require code changes |
Incident Tracking | |||
Enhancement Tracking | |||
Build Automation KPI Dashboards | |||
Automation Performance | |||
Support Team SLA Performance | |||
Support Capacity |
Manage all environments for RPA Software including system/application administration, promotion of code/bundles, release management and configuration (including security configuration). | |||
Update and maintain the RPA Software run book and support documentation as required from break/fix activities using the standard “Client” format and information requirements |
Service Level Agreements
Unmanaged RPA Support tickets lead to:
- Increased Automation Downtime
- Lower ROI
- Issue Backlogs
- Business Disruptions
Which leads to:
- Lack of confidence in RPA Program
- Unhappy Users
Managed Support SLAs
Priority |
Definition |
Response SLA |
Resolution SLA (No Code Change Required) |
Code Change Required |
---|---|---|---|---|
P1-Critical | Bot is Down and all business users are impacted Critical business activities cannot be performed |
30 Minutes | 2 Hours | 2 Business Day |
P2-High | A Large group of users are impacted Major business processes impacted, workaround not possible or acceptable |
1 Hour | 4 Hour | 2 Business Days |
P-3 Medium | Defect: A small group of users impacted; Minor business processes impacted; workaround available Minor Enhancement: A request for adding 1-2 new steps to align with new business process |
2 Hour | 16 Hour | 4 Business Days |
P-4 Low | Defect: Individual user issues; Minor business process impacted; workaround available Minor Enhancement: A request for adding > 2 steps to align with revised business process |
4 Hours | 24 Hours | >= 8 Business days |
About the ROC
With ROC Monitoring and Support save time, money, and headache from:
- Automation Errors and Issues
- Downtime
- Code Corrections and Changes
- Business Process and Application Changes
- Input and Output Issues
- Dashboard and Reporting Struggles