From RPA to Agentic AI or from just doing to understanding and organizing with AI.
A customer calling with an urgent question. A patient trying to contact a healthcare facility. A citizen who needs help from the government. At times like these, technology simply has to work.
When customer contact comes to a standstill, people notice it immediately. That’s why we design, manage, and support our solutions with a focus on availability, recovery, and continuity—from telephony and digital channels to the systems employees use every day.
In doing so, we look beyond technology. Our people, processes, and partners must also be prepared for unexpected situations.
Our platforms, including the Pegamento Phone System (PPS), are configured with redundancy. Critical components run in two physically separate data centers. If one component fails, another automatically takes over.
For our core services, we aim for 99.9% monthly availability. We specify the exact availability, scope, and exceptions in the Service Level Agreement (SLA) with your organization.
We back up configurations and data daily. We store these backups in encrypted form at a separate location. Every quarter, we test whether we can actually restore the backups.
Two key metrics are important in this regard: the Recovery Time Objective (RTO), which is the target time within which a service must be restored, and the Recovery Point Objective (RPO), which specifies the maximum acceptable amount of data loss measured in time. We define the applicable values on a per-service or per-agreement basis.
Pegamento has a business continuity plan for major emergencies, such as data center outages, cyberattacks, or the temporary unavailability of an office location. We test and evaluate this plan annually.
Our employees can work entirely remotely. This ensures that support can continue even when an office is unavailable. We also establish agreements with suppliers to manage dependencies and potential disruptions.
Our service desk and management team is available 24/7 for high-priority incidents. When an incident occurs, we follow a clear process:
1. Detection
Our monitoring system detects the disruption, often before you even notice it.
2. Communication
We will keep you informed via the status page and your designated contact person about the impact and, as soon as possible, the expected time until resolution.
3. Recovery
Our team is working on recovery in accordance with the agreed-upon priorities and response times.
4. Evaluation
After major incidents, you will receive a report on the cause and the measures taken.
You can check the current status of our services at any time on our status page.
Maintenance is necessary to keep systems safe and reliable. We schedule work outside of business hours whenever possible. We announce scheduled maintenance that may cause disruptions several days in advance so that you can plan for potential interruptions.
We’d be happy to help.
Schedule a 15-minute introductory meeting at
or call +31 (0)88 00 67 180
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