Advancing Infrastructure Stability and Operational Capabilities with Support Service

About project

Challenges: The Growing Need for MSP

The Customer’s rapid growth and expanding infrastructure brought increasing complexity to their platform operations. Without a dedicated operations team or formal service processes in place, the need for Managed Support Services (MSP) became essential to ensure platform reliability, security, and business continuity. Key pain points included:

Our Approach

To address these challenges, we embedded customer into our Managed Support Services (MSP) framework, delivering structured support, proactive problem management, and continuous platform improvement under clearly defined service tiers.

24/7 On-Call Support & Incident Management

We introduced full 24/7 support coverage for L2 and L3 incidents, along with structured Major Incident Management (MIM) for P1/P2 events. This allowed for rapid escalation, resolution, and reporting — ensuring consistent SLA adherence and service availability at all times.

Built-in ITSM Processes

A formalized ITSM process set was implemented, covering incident management, request fulfillment, change management, and structured reporting. This provided the customer with a scalable support model that aligned with enterprise-grade service expectations.

Proactive Problem Management

Proactive measures were introduced to identify and address recurring issues early. We allocated capacity for ongoing problem analysis and resolution tracking, ensuring better system resilience and reducing downstream incidents.

Continuous Service Improvement

Under our MSP model, we rolled out a continuous improvement process focused on platform performance, resource utilization, and service efficiency. This included regular reviews, reporting, and system optimization roadmaps to evolve the platform alongside business needs.

Structured Reporting & Visibility

We enabled regular performance and service reporting on a monthly cadence, giving the customer team full transparency into operational metrics, ticket resolution, incident trends, and improvement opportunities.

Results & Impact

• Operational stability significantly increased through structured 24/7 support and incident management processes.
• SLA compliance improved to 99.97%, with average response time 13 minutes 25 sec.
• Recurring system issues were proactively addressed, improving uptime and platform performance.
• Full platform visibility and service maturity were established, enabling the customer’s internal team to focus on strategic innovation while we handled day-to-day platform operations.

Summary

Through our Managed Support Services, the customer transitioned to a structured, mature, and scalable operational model that supports their enterprise growth trajectory. With continuous support, proactive management, and clear service ownership, the platform now delivers consistent performance, high availability, and operational efficiency — fully aligned with the demands of global enterprise clients.