About project
Working time:
2023-ongoing
Industry:
High Software Tech
The service:
Managed Services
Overview
Adomik is a data-driven technology company in the digital advertising and publishing space. Their platform aggregates monetization data across multiple sources, providing publishers with actionable revenue performance insights. Built on a cloud-native architecture, the platform supports large-scale data ingestion and analytics critical to their customers’ success.
As the business scaled, the internal team faced growing challenges around operational maturity, platform reliability, and continuous compliance. With no structured support model in place, maintaining system health, managing incidents, and fulfilling security requirements began to strain internal resources. To address these gaps, Adomik engaged our Managed Support Services (MSP) team to establish a stable, standardized, and scalable operational foundation.
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The Challenge
Lack of Platform Ownership and Support Framework
The internal team lacked the capacity and structure to manage the platform consistently. Critical responsibilities such as patching, upgrades, and process maintenance were fragmented, leading to gaps in operational continuity.
Growing Compliance Requirements
As platform adoption expanded, so did expectations for adherence to security and compliance standards such as SOC 2. The internal team lacked the bandwidth and structure to maintain continuous alignment with these frameworks.
No 24/7 Operational Support
The absence of round-the-clock coverage created delays in incident resolution during off-hours, impacting availability and service reliability.
Insufficient Disaster Recovery Preparedness
The platform had not undergone regular, structured disaster recovery testing, creating uncertainty around its resilience in the face of service disruptions or infrastructure failures. Without simulation exercises and validation procedures, the organization risked extended downtime and unverified recovery processes in critical scenarios.
Lack of Structured Support Processes and Permissions Management
Operational workflows were inconsistent, and permissions were managed in an ad hoc manner—creating accountability risks and making access management difficult to control at scale.
Limited Monitoring and Reporting Visibility
Without structured monitoring and incident tracking, Adomik lacked operational insight into system health, making proactive issue resolution difficult.
Our MSP-Based Approach
We implemented a structured Managed Support Services (MSP) engagement aligned with the Adomik’s current stage and future growth trajectory. The solution was delivered through a scalable support framework with defined responsibilities, proactive controls, and continuous service improvement.
24/7 On-Call Support & Major Incident Management (MIM)
We provided full L2/L3 operational support coverage with formal escalation pathways for critical incidents. This ensured consistent service availability and faster resolution times during off-hours and peak periods.
Service Desk and Operational Ownership
Our team took over day-to-day support responsibilities, including on/offboarding personnel, handling access permissions, reviewing merge/deploy approvals, and executing patch management activities.
Compliance-Ready Operational Standards
The MSP engagement included routine patching of infrastructure components, regular EKS/OS/add-on upgrades, and structured alignment with security certification.
Disaster Recovery Preparedness
As part of the annual service cadence, we conducted a disaster recovery simulation to validate platform resilience and readiness in the event of service disruptions or infrastructure failures.
Structured Monitoring, Reporting & Continuous Improvement
We delivered regular performance reports, incident summaries, and proactive recommendations to support ongoing service improvement. In line with the service tier, Well-Architected Reviews, Vulnerability Scanning, and Platform Security State Reports were conducted as part of the standard service lifecycle.
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Results & Impact
- 99.95% SLA compliance maintained through proactive monitoring and 24/7 operational coverage.
- Operational maturity increased through a structured service desk, streamlined onboarding/offboarding, and permissions handling.
- Reduced incident response time and resolution friction, with a formal MIM framework in place.
- Improved compliance readiness, supporting ongoing adherence to SOC 2 related standards.
- Clear visibility into platform performance, with regular reporting, issue tracking, and service review cycles.
Summary
By integrating our Managed Support Services (MSP) model, the Adomik established a structured, reliable, and scalable operational foundation without the need to expand internal resources. The MSP engagement enabled them to achieve high system availability, improve process maturity, and maintain security and compliance readiness—allowing their internal team to focus on product development while we ensured platform stability and operational excellence.
