About project
Working time:
2023-2024
Industry:
Legal Tech
The service:
Managed Services
Overview
The Customer is a leading provider of unified entity management solutions for global enterprises. As their platform scaled to meet the demands of enterprise-grade clients, The Customer identified the need for a mature and reliable operational support model to enhance service quality, maintain system availability, and drive continuous platform improvement. The company partnered with us to implement a structured Managed Support Services (MSP) framework to ensure long-term platform stability, process maturity, and operational excellence.
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:
Lack of 24/7 Operational Coverage
- The Customer required a trusted partner to provide round-the-clock platform support and incident management — a critical gap in their internal capabilities as platform usage scaled globally.
Lack of Structured Support Processes and Permissions Management
- The client operated without formal support processes, resulting in inconsistent incident handling and ad hoc request management. Permissions were assigned chaotically, creating accountability gaps and limiting scalability to meet enterprise standards.
Gaps in Operational Ownership and Process Maturity
- Following internal restructuring, responsibilities across critical infrastructure and platform processes became fragmented. The absence of a structured ownership model made day-to-day operations reactive and inconsistent.
Lack of Monitoring and Operational Insights
- Without structured monitoring, incident tracking, or regular reporting processes, the customer had limited insight into platform health and operational performance.
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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.
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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.
