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Streamlined L3 Support for Multipathing Stack

Client: Global IT infrastructure services company | Solution: Automated validation, unified SLA tracking, structured L3 operations

Unstructured support slowed resolution

The client managed IBM’s SDD multipathing solution across enterprise environments. Lack of structured ownership led to delayed issue handling, dependency on legacy experts, and inconsistent SLA compliance. 

Solution 

Calsoft took over the full L1–L3 lifecycle, automating validation, tracking SLAs, and ensuring stable releases across AIX, Solaris, HPUX, and Windows systems. 

  • Standardized L1–L3 ticket handling 
  • Automated OS compatibility testing 
  • Integrated defect and SLA tracking 
  • Documented workflows for knowledge continuity 

These improvements stabilized the support ecosystem and reduced turnaround time by 30%. 

Business Value

Background
Faster resolutions
Faster resolutions
Reduced ticket closure time across L1–L3 by 30%
Operational stability
Operational stability
Improved runtime reliability and patch cycles
Global SLA compliance
Global SLA compliance
Knowledge retention
Consistent adherence across geographies
Consistent adherence across geographies
Minimized dependency on legacy SMEs
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L3 Support Automation for Multipathing Stack