Managed Services
Business-as-Usual, Run Properly.
SLA-driven IMS with 24x7 support, governance and deep technology expertise — the unglamorous operation that keeps the thing you already built working.
24x7 Support Coverage
90% Client Retention
500+ Engineers
What we walk into
The state of play when we arrive.
- Your best engineers spend their week on tickets instead of the roadmap.
- Incidents get fixed and the cause never does, so they come back.
- No runbook, so every incident depends on whoever happens to be awake.
- An SLA that exists in a contract and nowhere in the operation.
How we work
What we do about it.
- Take the run work off your product team so the roadmap gets its people back.
- Every incident produces a root cause and a change, not just a restart.
- Runbooks written as we learn the system, so response stops being heroic.
- The SLA is reported on monthly, with the misses shown rather than smoothed.
Engagement
Five phases, and what each one leaves behind.
- 1 Discovery & access Systems, dependencies, access and escalation paths. Security review happens inside the fourteen days.
- 2 Runbook & baseline How each system fails and what to do about it, written down before we own it.
- 3 Transition Shadow, then reverse-shadow, then take the pager. No cliff-edge handover.
- 4 Steady state 24x7 cover under SLA, with a monthly business review that shows compliance and misses.
- 5 Continuous reduction The measure of success is fewer tickets next quarter, not more capacity to absorb them.
Capabilities
Where the work lands.
Application support L1 to L3 across the stack, under a written SLA.
Infrastructure management Enterprise system management and the monitoring around it.
Incident & problem management Response, root cause, and the change that stops the repeat.
Service integration Coordinating the vendors who each own a piece of the picture.
Patch & release management Scheduled, tested, reversible.
Governance & reporting One dashboard, and a monthly review with your account owner.
Typical stack
ServiceNowDatadogGrafanaPagerDutyAnsibleAWSAzureKubernetes
Questions we get asked
Before you book the call.
Can you support software you did not build?
Yes — that is the normal case. Transition is shadow, reverse-shadow, then handover, so we do not take the pager on something we have only read about.
What happens when you miss an SLA?
It appears in the monthly review with the cause and the corrective action. Service credits, where they apply, are written into the SOW.
Does this lock us in?
No. Runbooks and documentation are yours throughout, and the notice period is two weeks either way with no penalty.
More services
The rest of what we do.
Let's Build Together
Want this looked at properly?
Book a 30-minute discovery call. We'll tell you what we would do first — and whether we are the right people to do it.