Service management policy

SCOPE

This policy applies to the management and provision of IT services which include the following services: 

- Level 1 and Level 2 technical support (L1/L2) 
- Tech Translation 
- Professional Services 

This scope encompasses all activities necessary for the provision, management, continuous improvement and support of said services, provided to both internal and external clients, and applicable across all locations and operations of Nazaríes Intelligenia. 

Establishing the scope: "The management and provision of IT services including Level 1 and Level 2 technical support services, Tech Translation services and Professional Services, in accordance with the Service Management System"

PRINCIPLES AND 
VALUES

Our core values guide this policy and everything we do: 

• Professionalism: we work with rigor, excellence and responsibility in every service.
• Simplicity: we face challenges with determination and by seeking practical solutions.
• Innovation: we seek creative and effective solutions for each client and situation.
• Diversity: we value and promote the diversity of people, cultures, ideas and solutions.

COMMITMENTS

At Nazaríes Intelligenia, based on our values and our service management policy, we commit to: 

• Delivering real value to our clients Managing the demands of our clients and their clients' customers as our own, with a vision of co-creating value in every interaction.
• Quality and professionalism Ensuring excellence in service delivery, meeting agreed requirements and continuously improving our processes, solutions and results.
• Innovation and continuous improvement Promoting innovation and proactivity at all levels, identifying, implementing and evidencing improvements to respond to market changes and client needs.
• Adaptability to client procedures Adapting our services to the procedures, workflows and tools of each client, respecting their ways of working to integrate ourselves as a true strategic partner.
• Availability and reliability Maintaining adequate service levels, with 24/7 availability or as per contract, ensuring operational continuity and end-user satisfaction.
• Information security Protecting the confidentiality, integrity and availability of information and data processed, aligned with our clients' requirements and applicable regulations.
• Feedback and evidence of improvement Providing continuous feedback and documented evidence of the evolution and improvements implemented in the services provided.
• Customer focus Working with empathy, open communication and collaboration to understand real needs and provide solutions that generate tangible value.
• Diversity and languages Offering inclusive services adapted culturally and linguistically, ensuring multilingual support and respect for diversity.
• KPIs and performance measurement Establishing, monitoring and analysing key performance indicators (KPIs) to ensure service quality and facilitate data-driven decision making.
• Collaboration and adaptation Defining communication flows to stay aligned on decisions and changes that may affect the service. Establishing RACI and escalation points to ensure smooth communication and collaboration throughout the service.

REVIEW AND 
IMPROVEMENT

This policy will be reviewed annually or when there are significant changes in services, organisational structure or regulatory requirements, ensuring its adequacy, effectiveness and alignment with the organisation's strategy.

TECHNICAL APPROACH 
AND SERVICE 
PROTECTION
 

The Service Management System of Nazaríes Intelligenia is based on a solid technical approach and comprehensive protection of the IT services included in the scope. This approach ensures the reliability, security and continuity of services, in accordance with international best practices. The pillars of this technical approach are: 

• Standardised and documented technological architecture, aligned with capacity, availability and security requirements.
• Use of monitoring and proactive management tools to ensure early detection and efficient resolution of incidents.
• Change, version and configuration control, ensuring traceability and stability of production and support environments.
• Application of backup, recovery and service continuity policies and procedures in the event of incidents or disasters.
• Active protection against threats through cybersecurity controls and compliance with applicable regulations.
• Technical knowledge management and know-how transfer to ensure operational sustainability and continuous improvement.
• Ongoing training of technical staff in ITSM methodologies, information security and critical incident management.

RESELLER
 

DonDominio (Soluciones Corporativas IP, S.L.) will act as the Registrar Agent through which the domain is managed.

At the following links you can find resources of interest:

• Registrant Educational Materials: https://www.icann.org/resources/pages/educational-2012-02-25-en
• Registrants' Benefits and Responsibilities: https://www.icann.org/resources/pages/benefits-2013-09-16-en
• ICANN Whois: https://lookup.icann.org/
   

The following contract https://www.icann.org/resources/pages/approved-with-specs-2013-09-17-en and conditions established by ICANN are accepted in the domain registration/maintenance process.