Services · Managed Services · AMS

L1, L2 and L3 application support and 24x7 follow-the-sun operations across our GCC and global delivery pods. One ticket queue. Three time zones. SLA-backed, audit-ready, exit-friendly, the way we would want it run for ourselves.

Plan a takeover See operating proof

Follow-the-sun coverage

Live

Delivery pod A
Shift 1
--:--:--
On call
Delivery pod B
Shift 2
--:--:--
On call
Delivery pod C
Shift 3
--:--:--
On call

Delivery pod A → Delivery pod B → Delivery pod C → back to the start. One ticket queue, three shifts, zero handoff gaps.

Production estates run: 0+
Incidents handled / year: 0
Average SLA attainment: 99.4%
Years running 24/7: 0

Follow-the-sun · GCC & global delivery pods · One queue · Three shifts · Zero handoff gaps · Follow-the-sun · GCC & global delivery pods · One queue · Three shifts · Zero handoff gaps · Follow-the-sun · GCC & global delivery pods · One queue · Three shifts · Zero handoff gaps · Follow-the-sun · GCC & global delivery pods · One queue · Three shifts · Zero handoff gaps · Follow-the-sun · GCC & global delivery pods · One queue · Three shifts · Zero handoff gaps · Follow-the-sun · GCC & global delivery pods · One queue · Three shifts · Zero handoff gaps · Follow-the-sun · GCC & global delivery pods · One queue · Three shifts · Zero handoff gaps · Follow-the-sun · GCC & global delivery pods · One queue · Three shifts · Zero handoff gaps ·

SLA tiers

Three commercial shapes. Pick the one that matches the cost of an outage.

Every tier ships with named people, written response times and an escalation path you can read out in a board meeting. Move up or down a tier per quarter, no penalty.

Tier 01 · Bronze

Bronze

Business-hours support, single region.

Coverage: 8 x 5 (local business hours)
P1 response: P1 within 30 min
P2 response: P2 within 2 hours
Best for: Stable platforms, internal users, predictable load

L1 + L2 application support
Single time-zone delivery pod
Email + portal + voice channels
Monthly service review

Escalation: Account manager -> service delivery lead

Tier 02 · Silver

Silver

Extended hours, multi-region failover.

Coverage: 16 x 6 (two-shift coverage)
P1 response: P1 within 15 min
P2 response: P2 within 1 hour
Best for: Customer-facing platforms, GCC operating windows

L1, L2 and queued L3 support
Two shift pods (GCC + global)
On-call rotation for after-hours P1
Bi-weekly service review + monthly QBR

Escalation: Pod lead -> delivery manager -> engagement partner

Tier 03 · GoldMost chosen

Gold

True 24/7, follow-the-sun, named reservists.

Coverage: 24 x 7 x 365
P1 response: P1 within 10 min
P2 response: P2 within 30 min
Best for: Revenue-bearing platforms, regulated workloads, global users

L1, L2, L3 with named reservists for L4 vendor escalation
Three follow-the-sun pods across GCC and global delivery
Dedicated incident commander on P1 bridges
Weekly service review, monthly QBR, quarterly DR rehearsal

Escalation: Incident commander -> head of operations -> engagement partner

Follow-the-sun model

Our early pod starts the day, hands to the GCC pod, who hand to the late pod, who hand back. No ticket sleeps in a queue. No engineer is paged at 03:00 unless the system genuinely warrants it.

24-hour coverage map (UTC)

Overlap = warm handoff

000204060810121416182022

Early pod Global ops

02:30 - 14:30 UTC

GCC pod GCC ops

05:00 - 17:00 UTC

Late pod Global ops

13:00 - 01:00 UTC (next day)

Overlap windows are deliberate. Outgoing pods don’t close until the incoming pod has eyes on every open P1 / P2.

What’s in scope

Five operating areas. Run as one contract.

01
Application support (L1 - L3)
Tiered support for SAP, Oracle, Dynamics, EnFieldo, IBM Maximo Real Estate & Facilities, Archibus, our HIS and custom platforms. One queue, one playbook, one accountable team.
- Shared service desk in your ITSM tool of record
- L1 triage, L2 functional fix, L3 development support
- Release-manage hotfixes through your change board
- Knowledge base maintained, not just inherited
- Documented run-the-bank vs change-the-bank split
- Vendor co-management (SAP MaxAttention, Oracle SR, Microsoft Premier)
02
Incident response
Major-incident handling that follows the textbook because it has to. Named incident commander, structured comms, post-incident review on every P1.
- Severity matrix agreed with your service owners
- P1 war-room within ten minutes, 24/7
- Hourly stakeholder updates on a single channel
- RCA published within five business days
- Problem records tracked to closure, not just opened
- Game-day rehearsals at least once a quarter
03
Capacity & cost
FinOps and capacity work that quietly compounds. Idle infra reaped, savings plans tuned, license shelfware found and cancelled.
- Tag governance and unit-cost dashboards
- Right-sizing of compute, storage and database tiers
- Reserved-instance and savings-plan portfolio review
- License harvesting (SAP, Oracle, Microsoft, Adobe)
- Forecast vs actual review every month
- Sustainability and carbon reporting on request
04
Compliance & audit
Auditor-ready by default. ISO 27001 and sector frameworks built into the operating cadence rather than scrambled for in week six of a six-week audit.
- ISO 27001, HIPAA and PCI-DSS evidence trails
- Quarterly access recertification with sign-off
- Change advisory board minutes, archived seven years
- GDPR, PDPL, CCPA data-subject request handling
- Vendor-risk assessments on the platforms we operate
- Auditor liaison so your team isn't the buffer
05
DR & BC
Disaster recovery that is rehearsed, not just documented. RTO and RPO targets defined per workload and proven against the clock twice a year.
- Tiered DR design (hot, warm, cold) per workload
- Backup health verified weekly, restore tested monthly
- Two live DR rehearsals per year with measured RTO / RPO
- Runbook-driven failover, no hero engineers
- Crisis comms templates pre-approved by Legal and PR
- Post-rehearsal report for the audit and the board

The runbook

Boring is the point.

Every estate we operate has a versioned runbook in your repository. Steps, thresholds, escalation owners, comms templates. Engineers don’t improvise at 03:00 — they execute, write up, and move on.

Three real entries (anonymized) below.

runbooks/excerpt.md

RB-014P2
SAP S/4 - Job RWAVE_PROCESS stuck > 30 min
1. 1. Confirm in SM37 that job RWAVE_PROCESS is in 'Active' state.
2. 2. Check SM50 for related work process; capture stack via /SDF/MON.
3. 3. If lock contention in SM12 against table EKKO, escalate to L3 with snapshot.
4. 4. Otherwise, kill job, rerun with -recovery flag, monitor 15 min.
5. 5. Open problem record if recurrence within 24h. Notify @ops-sap.
RB-082P2
Maximo - Async work-order publish backlog > 500
1. 1. Verify cron mxe.cron.MaxAsyncJobsCron last run < 10 min ago.
2. 2. Check queue depth on ASYNC.WORKORDER queue; threshold = 500.
3. 3. If JMS bridge down: restart bridge service, verify resync.
4. 4. If poison messages > 10: route to DLQ, raise to integration L3.
5. 5. Confirm depth back below 100 within 20 min, log in ServiceNow.
RB-141P1
HIS - HL7 ADT inbound feed silent > 5 min
1. 1. Page on-call clinical-systems engineer (PagerDuty schedule HIS-CLIN).
2. 2. Check MLLP listener health on ports 6661/6662; restart only if confirmed dead.
3. 3. Cross-check upstream ADT system status via vendor portal.
4. 4. If gap > 15 min, declare clinical incident, notify CMIO duty officer.
5. 5. Replay queued messages from store-and-forward after restoration.

Tooling bench

We operate in your stack, not ours.

These are the tools our pods are certified on and run in production today. Bring your own — we’ll skill into it inside the first takeover sprint.

ServiceNow
Jira Service Management
PagerDuty
Datadog
ManageEngine
IBM Maximo Real Estate & Facilities
Azure Monitor
Splunk
Prometheus
Grafana
Dynatrace
OpsGenie

KPIs we report on

Seven numbers your CIO actually cares about.

Reported monthly in a four-page operating review. Trend lines, not vanity charts. The numbers below are the rolling portfolio average, not a peak.

01 · MTTR

32 min

Mean time to restore on P1 / P2 incidents

02 · MTBF

94 days

Mean time between failures, per platform

03 · Ticket volume

1,200 / wk

Across all severities, all clients

04 · SLA attainment

99.4%

Rolling 12-month, weighted by severity

05 · Change success

98.7%

Standard + normal changes, last 90 days

06 · Customer CSAT

4.7 / 5

Post-resolution survey, response rate 38%

07 · Cost per ticket

-22% YoY

Three-year trend across the portfolio

Live operating review

Same pack we’d hand your CIO — sample on request.

Request the sample pack

Sectors we run for

Estates that don’t allow downtime.

Hospital wards, oil fields, trading floors, retail tills, government citizen services. Pick the one closest to yours and we’ll bring the pod that has shipped it before.

Common questions

What buyers ask before they sign.

Q.01
How does handover from our incumbent provider work?
We run a 6 to 10 week shadow-and-takeover. Two weeks of read-only shadowing, two weeks of paired ticket handling, then primary with the incumbent on standby. Knowledge artefacts, ticket history and runbooks are imported into our ITSM of record on day one - no information held hostage at exit.
Q.02
Are we locked into your tooling stack?
No. We operate in your ITSM, your monitoring stack and your cloud accounts wherever possible. If you don't have one, we stand up ServiceNow or Jira Service Management under your tenancy and hand the admin keys over from day one. Every dashboard, runbook and integration is yours.
Q.03
Do you support on-prem, private cloud and hyperscaler equally?
Yes. About 38% of the estates we run today are on-prem or private-cloud, the rest are AWS, Azure or GCP. Our pods rotate across all three weekly, so the muscle memory stays sharp on both worlds.
Q.04
What's the exit clause?
Standard contract carries a 90-day termination-for-convenience clause and a 60-day reverse transition obligation, with all artefacts handed back in machine-readable form. We have run six exits in the last four years - none of them clawed back, which we take as the only honest scoreboard.
Q.05
Where does our data sit and who can touch it?
Production data stays in your tenancy. Our pods access it through your IDP (Okta, Entra ID, Ping) under named accounts with just-in-time elevation. Data residency follows your contract: GCC and other sovereign-cloud zones supported. PDPL, GDPR and HIPAA controls audited annually.