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Managed Services & Operations

Operations that keep the business running

We run and support your applications, platforms and AI agents. Automation handles the routine, and site reliability engineers handle the exceptions, focused on your priorities and outcomes.

Talk to an operations leadSee the operating model

How we work

One accountable team from alert to fix, with AI agents triaging first

See the operating model

from idea to impact, across the systems lifecycle, this service sits here

Operating model

How work moves between automation, our engineers and your team

Pick an example and watch it travel. AI agents and automation handle the routine and prepare the evidence, our engineers make the fixes and your team decides anything with business impact.

AI agents and automationAIOps, self-healing and AI agents
Our engineersSRE and application support
Your teamProduct and service owners
1AI agents and automationDetects

Memory on the order service climbs in a pattern that matches a known leak.

2AI agents and automationAI agentRuns the runbook

Matches the pattern to an approved runbook and restarts the service one instance at a time, with no user impact.

3AI agents and automationRecords

Logs what happened and adds it to the weekly reliability report.

4Our engineersRemoves the cause

An engineer sees the repeat in the report and fixes the leak for good.

How priority is set

Priority combines business impact and urgency. Definitions and targets are agreed with you for each system during onboarding, and coverage hours follow the service tier.

  1. P1Critical

    Business stopped, or customers cannot transact.

    First response
    15 minutes
    Who acts first
    On-call engineers, backed by agent-driven triage brief.
  2. P2High

    A key function is degraded for many users, with no workaround.

    First response
    30 minutes
    Who acts first
    On-call engineers, backed by agent-driven triage brief.
  3. P3Moderate

    Limited impact, or a workaround exists.

    First response
    4 business hours
    Who acts first
    AI agent first, engineer if the runbook does not resolve it
  4. P4Low

    Minor issue, question or request.

    First response
    1 business day
    Who acts first
    AI agent or service desk

What we do

We keep the systems up and running

Applications, platforms and the AI now running inside them.

AI-accelerated

Application management and support

Day-to-day support with clear ownership, plus an improvement backlog that shrinks the support load over time.

Incident and problem management

Fast restoration, then root-cause fixes so issues stop coming back.

Enhancements and small changes

Improvements delivered through the same tested pipeline as projects.

Ticket intelligence

Incoming tickets classified, routed and often resolved automatically.

AI-accelerated

Runbook upkeep

Runbooks kept current from real incidents.

AI-accelerated

Service tiers

Customize the service model to the needs of each system

Not every system needs the same level of care. Tiers can be mixed across your portfolio.

FeatureEssentialStable internal systemsAdvancedCustomer-facing and revenue systemsAutonomousCritical systems and AI agents
Incident and problem management✓✓✓
Monitoring and alerting✓✓✓
Coverage hoursBusiness hoursExtended24x7
Full-stack observability–✓✓
Error budgets and reliability reviews–✓✓
Self-healing runbooks–Selected✓
AI agent monitoring––✓
Monthly improvement backlog✓✓✓

Service levels and response times are agreed per system during onboarding.

Want fewer tickets next quarter?

Share a month of incident data. We’ll show you which issues automation could have caught, and what that would free up.

Talk to an operations lead