Success Story · OTTO Austria
Every minute counts. empiriecom responds to critical incidents in under 20 minutes.
OTTO Austria relies on support that never sleeps: with a fair SLA and a real developer on-call service.
- 24/7 support
- Binding SLA
- Developer on-call service
< 20 min first response to critical incidents, 24/7
- Shop frontend
- 99.99 %
- Checkout & OMS
- 99.98 %
- Product search
- 99.97 %
- App (iOS & Android)
- 99.99 %
The customer
Reliability as a basic requirement
OTTO Austria (ottoversand.at) is part of the Otto Group and one of the established multi-channel retailers for fashion, home and lifestyle in Austria.
Operations run on the empiriecom commerce suite. Availability and fast incident resolution are business-critical.
1Industry
Fashion, home & lifestyle, multi-channel retail
2Market
Austria, part of the Otto Group
3Operating model
Round-the-clock operations with business-critical availability
The challenge
What is at stake when systems fail
1
Every minute of downtime costs
Lost revenue, lost customers and lost trust, in real time, not at the end of the month.
2
No support after office hours
Incidents don’t keep to business hours. Many support models do.
3
A call centre doesn’t fix an incident
When it matters, you need people who know the system, not scripts that pass tickets along.
4
Without firm commitments, everything stays open
Without binding response times, it remains unclear when help arrives and when the shop is back up.
The solution
Support that is really there when it counts
For OTTO Austria, support is not a call-centre ticket system but a firm, reliable part of operations.
Available 24/7
365 days a year, not just during office hours.
Binding SLA
Clearly defined response and recovery times, agreed in writing.
Real developer on-call service
When it matters, developers take over, not a call-centre script.
Direct access to decision-makers
Direct access to the people in charge instead of endless escalation levels.
From retail. For retail. We come from retail ourselves. As a subsidiary of the BAUR Group, we know what an outage means for a retailer.
The added value for OTTO Austria
Reliability that shows in the numbers
< 20 min
First response to critical incidents
around the clock, 24/7
99.9 %
Platform availability
annual average
100 %
SLA compliance
of the agreed response times met
96.2 %
Support customer satisfaction
CSAT score
Whether at night, at the weekend or in the middle of a sale: when it matters, we don’t want a queue, we want someone who understands the problem. That is what we get with empiriecom – with clear times that both sides stick to.
Ready for support that never sleeps?
We show you how 24/7 support, binding SLAs and a real developer on-call service keep your shop running reliably, even when things go wrong.
