Application & platform support
L1, L2 and L3 support for business applications and the platforms underneath them, against agreed response and resolution targets.
Operational Support Services
A dedicated support team, on-site and off-shore.
Overview
Systems do not fail politely at 11am on a Tuesday. Operational support is what stands between a small anomaly and a business-stopping outage — and it only works when someone knows your environment well enough to see the difference.
Achieve your desired outcomes whether resolving problems, or preventing problems or flexibly supporting and managing your environment with a dedicated support team on-site and/or off-shore.
We build support around your environment rather than dropping you into a generic queue. The same named engineers stay with your account, so context accumulates instead of resetting with every ticket.
What we deliver
Proactive monitoring
Instrumented health checks and alerting so degradation is caught and addressed before users raise it.
Incident & problem management
Structured triage and resolution for incidents, plus root-cause analysis that stops the same problem returning.
Environment management
Patching, releases, configuration control, backup verification and capacity review, run to a schedule rather than to memory.
Enhancements & small change
A managed stream for the small improvements that never justify a project but quietly matter a great deal.
Knowledge transfer & documentation
Runbooks and knowledge articles built as we go, so your team is never dependent on a single individual.
Our Approach
A dedicated team, not a rotating pool
You get named engineers who learn your systems, your integrations and your business calendar. That familiarity is what turns a two-hour investigation into a ten-minute fix.
On-site, off-shore, or blended
Support can sit with your team on-site, run from our delivery centre, or combine both — an on-site lead for business context with off-shore depth for coverage and cost.
Prevention counts as much as resolution
We track recurring incidents and fix the underlying cause. A support engagement that is busier in month six than in month one has failed.
Support models we run
- Business hours support — coverage aligned to your working day and regional calendar.
- Extended and 24/7 coverage — follow-the-sun models for systems that cannot be offline.
- Dedicated capacity — a fixed team allocated to your account for a fixed monthly cost.
- Shared / on-demand — a pooled model for smaller estates where dedicated capacity is not yet justified.
- Hypercare — intensive short-term cover immediately after a go-live or major change.
Outcomes You Can Expect
Fewer incidents over time
Root-cause analysis reduces recurring failures rather than repeatedly clearing them.
Faster resolution
Named engineers who already know the environment resolve issues in a fraction of the time.
Predictable support cost
A known monthly cost replaces unplanned emergency spend.
Reduced key-person risk
Documented runbooks and a team model mean no single point of failure.
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View serviceHave a Question?
Tell us what you need from operational support services and we will come back with a clear recommendation and an honest estimate — no obligation.