Service
Managed IT & Support
Go-live is the midpoint, not the finish line. Our managed services team keeps your applications, infrastructure and integrations running with measurable SLAs and transparent reporting.
- 15 min
- P1 response SLA
- 99.99%
- Monitored uptime
- −67%
- Repeat incidents
- 24×7
- Follow-the-sun cover
Capabilities
What this practice actually covers
24×7 monitoring, application support and AMC coverage with published SLAs — so your platform stays healthy after go-live.
Application Support (L1–L3)
Tiered support from user queries through configuration changes to root-cause code fixes.
Infrastructure Monitoring
Synthetic checks, resource telemetry and log analytics with alerting tuned to remove noise.
Security Operations
Patch cadence, vulnerability scanning, dependency upgrades and periodic penetration testing.
Backup & Disaster Recovery
Automated backups, restore rehearsals and documented RTO/RPO you can actually evidence in an audit.
Release Management
Scheduled maintenance windows, change advisory process and rollback-ready deployments.
Service Reporting
Monthly SLA attainment, incident trends, capacity forecasts and an improvement backlog.
Technology
The stack we build this on
Chosen for long-term supportability, hiring depth and operational maturity rather than novelty.
Monitoring
Service Desk
Security
Backup
Automation
Delivery process
Six phases, no black boxes
You will know exactly where the project stands at any point, and what happens next.
Onboard
Knowledge transfer, asset inventory, access provisioning and a baseline health assessment.
Instrument
Monitoring, alerting, dashboards and runbooks stood up before support formally begins.
Stabilise
Clear the backlog of known issues and eliminate the top recurring alert sources.
Operate
Ticket triage against SLA, on-call rotation and structured incident management.
Review
Blameless post-incident reviews and monthly service governance meetings.
Improve
Automation of repetitive tasks and a quarterly reliability and cost improvement plan.
Architecture & design patterns
The patterns we apply, and why
Architecture decisions are recorded in a decision log you keep — readable, challengeable, and still useful long after we have handed over.
ITIL-Aligned Service Model
Incident, problem, change and release management with clear ownership at every stage.
Runbook Automation
Common remediations scripted and one-click, cutting human error and resolution time.
Error Budgets
Reliability targets balanced against delivery velocity instead of chasing an unaffordable 100%.
Blameless Post-Mortems
Focus on systemic causes so the same incident cannot recur through a different person.
Chaos Drills
Scheduled failure injection and DR rehearsals that prove recovery works before it matters.
Shift-Left Support
Self-service knowledge base and in-app guidance that deflect tickets before they're raised.
Deliverables
Exactly what you receive
Not a vague promise of 'the software'. Every engagement lists its artefacts up front, and handover is not complete until each one is signed off.
- Service level agreement document
- Asset and access inventory
- Monitoring dashboards and alert policy
- Operational runbooks
- Incident and change logs
- DR test evidence
- Monthly service report
- Continuous improvement roadmap
FAQ
Questions about managed it & support
Yes. We begin with a code and infrastructure assessment, document what we find, then onboard over four to six weeks depending on complexity and documentation quality.
Related services
Often combined with this
Custom Software Development
Product-grade web, mobile and desktop platforms engineered around your exact workflow — not a template forced to fit it.
Cloud & DevOps Engineering
Cloud architecture, Kubernetes, CI/CD and observability that turn deployment from a weekend event into a Tuesday afternoon.
AI & Data Engineering
LLM copilots, document intelligence and analytics pipelines that turn scattered operational data into decisions.
Free consultation
Need managed it & support?
Send us the brief — or just the problem. We respond with an approach, an indicative timeline and a costed range within three working days.