Operations & Maintenance

Your all-in-one care package for all platform operations and maintenance services

What can I expect?

  • Support for MaSe: Set of various platform assistance services including 24x7 crisis on-call support, L2 platform support coverage, platform L2 support for Datahub, security hardening implementation and support of vulnerability testing.
  • Incident & Service Management: Compilation of Incident & Service Management components to streamline IT operations, enhance service delivery and provide actionable insights through advanced reporting capabilities.

All services are provided remotely within a previously agreed timeframe and charged on a Time & Material basis.

How does it work?

  1. 24×7 Crisis On Call: Around-the-clock availability of support personnel to immediately respond to critical system failures or incidents.
  2. L2 Platform Support Coverage: Regular second-level technical support for platform-related issues.
  3. Security Hardening Implementation: System security enhancement by applying best practices, configurations and policies to reduce vulnerabilities.
  4. Vulnerability Test: Revealing security weaknesses in systems and applications through automated and manual testing.
  5. Incident Management: 24/7 environment monitoring and fast incident resolution.
  6. Service Management: ITIL-compliant service request management covering self-service portals for end users and integrated change/problem management.
  7. Advanced Reporting & Analytics: Availability of real-time dashboards with KPIs, SLA tracking, trend analysis for proactive decisions and customized stakeholder reports.

What will I gain?

  • Support for MaSe: Dedicated expert team in charge of full software lifecycle management for your environments
  • Incident & Service Management: Holistic issue resolution and service management capabilities delivered by team of seasoned software professionals

Who should participate?

  • Solution Architect
  • System Administrator/Operator
  • Network Administrator

What results can I expect from this offer?

Support for MaSe

  • Enhanced stability and higher availability of platform due to 24x7 crisis support
  • Improved performance through testing, maintained platform integrity and security with L2 coverage and OS maintenance
  • Rectified data handling with specialized Datahub L2 support and stronger security through hardening and vulnerability testing

Incident & Service Management

  • Best-in-class service management via streamlined IT operations with efficient incident and ITIL-compliant service request management
  • Advanced reporting through real-time dashboards, trend analysis, customized reports and SLA tracking to enable proactive decisions and improve stakeholder communication.