PNDC follows a layered support model aligned with enterprise IT governance.

PNDC provides structured, enterprise-grade support and operations services to ensure that critical platforms remain stable, compliant, and continuously available after go-live.

L1 Support — Operational & User Support

L1 support focuses on day-to-day operational stability and first-level issue handling.

Scope includes:

• Incident and service request handling

• First-level troubleshooting and user assistance SUPPORT & OPERATIONS

• Ticket triage and categorization

• SLA monitoring and communication

• Knowledge-base and runbook-driven resolution

• Coordination with client IT and stakeholders

L1 support ensures quick response and minimal disruption to business operations.