Keeping applications running is a different job from building them, and it usually gets squeezed between projects. We take it on as a service: L1-L3 support for your applications, cloud and infrastructure operations, and incident and problem management around the clock, measured against agreed SLAs.
Support should shrink the ticket queue over time, not just answer it. We track recurring incidents to root cause, review performance with you every month, and agree a quarterly improvement plan that schedules fixes, automation and knowledge base updates.
L1-L3 Application Support
We handle user tickets, triage, configuration fixes and code-level defect resolution for the applications in scope. Every ticket is logged against its SLA, and fixes go through the same CI pipeline as new work.
Cloud & Infrastructure Operations
We run patching, backups, capacity, certificates and access management across cloud and on-premise environments. Changes follow your change process, and infrastructure stays in Terraform rather than drifting through console edits.
Incident & Problem Management
A 24x7 on-call rotation responds to alerts and major incidents with runbooks and clear escalation paths. Every major incident gets a blameless post-incident review and a tracked problem record until the cause is fixed.
Monitoring & Observability
We set up and tune monitoring so alerts reflect user impact, not noise. Dashboards cover availability, latency, error rates and SLA performance, and they are shared with your team.
Service Reviews & Improvement
Each month we review SLA performance, ticket trends and open problems with you. Each quarter we agree an improvement plan: automation, recurring-defect fixes and runbook updates that reduce the next quarter's ticket volume.
Howanengagementruns
A typical Managed IT Services engagement runs about 16 weeks from kick-off to a working, handed-over system.
1
Service assessment
We review applications, ticket history, monitoring and existing SLAs, then agree scope, service levels, escalation paths and the knowledge we need to capture.
2
Knowledge transfer
Our engineers shadow your team, then reverse-shadow under supervision, writing runbooks, known-error records and architecture notes for every application in scope.
3
Stabilisation
We take on tickets and on-call, tune monitoring and alert rules, clear the inherited backlog, and baseline SLA performance before the first monthly review.
4
Operate
Steady-state 24x7 operations under SLA, with monthly service reviews, problem management on recurring incidents and a quarterly improvement plan agreed with you.
