About project
Working time:
10 weeks
Industry:
E-commerce
The service:
Managed Services
Overview
A fast-growing e-commerce company operating in a high-demand market partnered with us to enhance the reliability, continuity, and operational maturity of their digital platform. With increasing platform usage and pressure to meet customer expectations during high-traffic periods, the client needed a structured, scalable support model. They turned to us to implement a comprehensive Managed Support Services (MSP) engagement, designed to provide 24/7 coverage, incident management, process consistency, and continuous service improvement.
Challenges Addressed Through MSP
As the platform scaled, several key operational and support gaps emerged, all of which aligned directly with the capabilities offered through our MSP framework:
Lack of 24/7 Support and Operational Coverage
The absence of round-the-clock monitoring and support left the platform vulnerable to unaddressed incidents during nights, weekends, and holidays—creating delays in resolution and compromising availability.
No Structured Incident Management Process
Without formal escalation workflows or response protocols, incident handling was inconsistent and reactive. There was no centralized alerting, tracking, or reporting mechanism, which affected issue visibility and operational control.
Limited Operational Ownership and Service Desk Capabilities
The internal team lacked dedicated resources to manage routine operational tasks such as user access handling, patching, or platform maintenance. Permissions were assigned inconsistently, and platform responsibilities were fragmented.
Our MSP-Based Approach
We onboarded the client into our Managed Support Services (MSP) program, designed to provide long-term platform stability, structured operational processes, and continuous service excellence.
- 24/7 Support & Major Incident Management (MIM)
We delivered continuous L2/L3 support coverage with formal MIM protocols for high-severity events. This ensured consistent uptime and rapid response times, even during peak traffic periods
- Service Desk and Operational Process Ownership
Our MSP team assumed responsibility for day-to-day tasks including on/offboarding personnel, reviewing Git merge/deploy permissions, patch management, and maintaining system access workflows—restoring structure and accountability to platform operations.
- Standardized Maintenance and Upgrades
We implemented an ongoing upgrade and patch cycle for EKS clusters, OS, and platform add-ons—minimizing technical debt and reducing operational risks tied to outdated infrastructure components.
- Structured Reviews and Continuous Improvement
In line with our MSP service model, we conducted annual Well-Architected Reviews, Disaster Recovery Simulations, and regular infrastructure vulnerability scans, ensuring the platform remained secure, stable, and optimized.
Business Milestone: First Black Friday Without Service Interruptions
As a direct result of the platform maturity and support provided through our MSP engagement, the client successfully navigated their most critical commercial period—Black Friday—without a single service disruption. This marked a major milestone for the business and demonstrated the impact of consistent support, structured processes, and operational discipline.
Outcome & Impact
Service Level Availability increased to 99.97%, driven by 24/7 monitoring, structured incident response, and proactive support.
DDoS and operational incident risks were mitigated, reducing business disruption and support overhead.
Platform operations were stabilized, with full ownership of support processes, user access, patching, and upgrade management.
Disaster Recovery readiness was validated, giving the client confidence in infrastructure resilience and business continuity.
Summary
By adopting our Managed Support Services (MSP) model, the client transitioned from a reactive, fragmented operational structure to a mature, reliable, and scalable support framework. With continuous platform oversight, proactive maintenance, and structured service delivery processes, the business is now equipped to grow with confidence—while ensuring service continuity and reliability, even during the most demanding commercial periods.
