Managed application operations - 24/7 operation of business-critical platforms under formal SLAs

Who this is for

Organisations whose platform became business-critical faster than their operations matured. The internal team knows the domain and the product, but was never sized to keep a system running 24/7, handle incidents out of hours, patch continuously, or carry the compliance burden that comes with a service other people depend on.

What we take on

• Continuous monitoring of availability, performance, resource usage and security events

• Structured incident management with severity classification and defined targets: 15 minutes response and two hours to resolution for critical incidents, one hour and four hours for high severity

• Formal change management with risk assessment, rollback planning, a change calendar and post-implementation review

• Security operations: patching cadence, certificate lifecycle, access reviews, secrets rotation and vulnerability remediation on container images

• Disaster recovery with tested procedures, under two hours to restore critical services and under one hour of data loss, drilled quarterly

• Deployment execution, including changes that must happen in low-activity windows or outside standard hours - which for production and energy systems is usually the only acceptable window

• Monthly service and SLA reviews, quarterly capacity and planning reviews

Connected-product systems in particular

Operating a device fleet is not the same as operating a web application. Broker health, connection churn, message backlog depth, retention policy and per-device anomaly detection all have to be monitored as first-class signals, and a platform that silently stops ingesting is worse than one that is visibly down. We have run systems at this profile at up to 100,000 devices.

How it is delivered

By senior engineers who stay on the same account for years. Engineer retention of 85-90% means the people who learn your system are the people still operating it three years later. Founders are directly reachable.

Assurance

ISO 27001 and TISAX. Availability commitments are contractual, with penalty clauses.

Scope

We operate systems we built, systems built by others that we take over after an assessment, and systems running on our DevOps Foundation. Where a platform sits on brittle, ad-hoc infrastructure, we usually begin with a stabilisation phase.

What we we looking for?

Services agreement or outsourcing agreement. We are looking for industrial, energy and technology companies running a business-critical platform with a stretched internal team, and for research organisations and consortia that need a named operator for a system beyond the end of a project.