IP Global served as Mastercard's end-user IT support partner across multiple countries, delivering consistent, BGV-cleared engineering support with full SLA accountability, resolving 3,842 tickets with a 98% completion rate under a single unified engagement.
Mastercard's global IT operations require consistent, reliable end-user support across multiple countries and time zones. Managing IT support for a payments technology company is not like managing IT for a typical enterprise, every on-site engineer must meet strict background verification standards, every engagement must be logged, tracked, and reportable, and service quality must be uniform regardless of geography.
A fragmented multi-vendor approach creates too much risk for an organisation where security, compliance, and SLA performance are non-negotiable. Mastercard needed a single partner with genuine global reach and the operational discipline to maintain a 98%+ completion rate across a high volume of end-user support requests worldwide.
IP Global served as Mastercard's end-user IT support partner across multiple countries, providing BGV-cleared engineers at every location. Our global operations model ensured a single point of accountability, consistent methodology, SLA tracking, and reporting across all countries within a unified engagement structure.
Every ticket was managed through IP Global's centralised dispatch and reporting system, giving Mastercard full visibility into support performance across their international estate. With 3,842 tickets handled and a 98% completion rate, IP Global demonstrated the discipline and scale required to be a trusted IT support partner for one of the world's most security-conscious technology organisations.
IP Global resolved 3,842 Mastercard IT support tickets across multiple countries with a 98% completion rate, consistently meeting the strict SLA and security standards expected of a global payments technology organisation. With BGV-cleared engineers, unified reporting, and a single-partner operational model, IP Global delivered the accountability and performance that earned an ongoing trusted partnership with Mastercard.
IP Global provides BGV-cleared end-user IT support with single-partner accountability across multiple countries, built for organisations where security, compliance, and SLA performance are non-negotiable.
