Managed Infrastructure
We can't watch our servers and network around the clock, and patching keeps slipping.
For IT director, head of infrastructure, IT operations manager, CIO
Every server, switch and firewall needs someone watching it, patching it and responding when it fails, at 2 a.m. as well as 2 p.m. That is hard to staff for a midsized team. We monitor your servers and network 24x7, triage every alert, and either escalate to your team or fix it ourselves, depending on the model you choose. Your team keeps the architecture and the decisions; we take the routine operations off their plate for as long as you want us to.
How we work
What we do
Open a step to see what happens and what you receive.
Monitor
We watch your servers and network around the clock, triage every alert and notify your team through an agreed escalation path. Administration stays with you.
- 24x7 monitoring of physical and virtual servers: availability, performance (CPU, memory) and utilization (disk, memory)
- NetFlow monitoring, and monitoring and configuration backup of network devices
- Ticket triage and identification, client notification and ticket closure
You receive: 24x7 alert coverage, triaged tickets with an owner, and an executive summary dashboard.
Manage
Everything in Monitor, plus operational responsibility for the infrastructure you choose to place in scope.
- Incident remediation working with your team, with tracking, documentation, vendor escalation and closure confirmation
- Server operating system patching: OS patches, hotfixes, minor version updates and security patches, for vendor-supported operating systems
- Third-party patching for common enterprise applications, including critical vendor patches that address CVEs
- Documentation management in our documentation platform
You receive: remediated incidents, patching in agreed windows, a documented environment and quarterly business reviews with incident and trend analysis and recommendations.
L3 Escalation
Senior expertise when your team hits a hard problem, without deploying a monitoring stack or making us provider of record.
- Senior server, network, HCI and virtualization expertise on demand
- Coordination with your hardware and software vendors
You receive: senior engineering depth when you need it, without adding headcount.
Want to know what this would look like for you?About 30 minutes with a practitioner from the practice that does the work. You’ll leave with a clear view of your next step.
Book a 30-minute conversationOutcomes
What you can expect
- Round-the-clock coverage without building a night shiftMonitor and Manage
- Patching that happens on schedule, in agreed windowsManage only
- Incidents triaged and owned, with a clear escalation pathMonitor and Manage
- A documented environment that doesn't depend on one personManage only
Each outcome is labelled with the stage that delivers it. “Manage only” outcomes are not part of the Monitor model.
Is this right for you?
Tick what sounds familiar
Select the needs that apply. We’ll collect them here so you can review the fit.
DeliverablesDeliverables (9)
- 24x7 server and network monitoring
- Network device configuration backup
- Triaged tickets with client notification
- Executive summary dashboard
- Incident remediation and vendor escalation (Manage)
- Server OS and third-party patching in agreed windows (Manage)
- Documentation in a system of record (Manage)
- Quarterly business reviews (Manage)
- Senior L3 escalation support (L3 Escalation)
Good to know
Questions leaders ask
Do you support our help desk or end-user devices?
No. Our focus is the infrastructure layer: servers, network, cloud and backup. Workstations and help desk are outside the standard scope.
What platforms do you support?
We're vendor neutral and work within your existing environment, including VMware, Hyper-V, Nutanix and Azure Stack HCI, Windows Server and Linux. Patching is limited to vendor-supported operating systems and applications.
Do you patch our line-of-business applications?
Third-party patching covers common enterprise applications supported by our patching platform. Custom and line-of-business applications are excluded.
How do your engineers access our environment?
Access is scoped to defined systems and roles, with just-in-time access for engineers and credentials held in a secure vault. There is no broad standing access, and every change follows documented change control.
Will we lose control of our environment?
No. You choose the model. Under Monitor, administration stays entirely with you. Under Manage, changes happen in agreed windows with documented change control, and you can require notice before any change.
We already have monitoring tools. Why would we need this?
We can work with what you have. The tool is usually the easy part; the gap is who watches it overnight, who triages the alerts and who acts on them.
Not ready to talk yet?
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Managed services scorecard
Score your current monitoring, patching and backup coverage in ten minutes.
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Talk to us about Managed Infrastructure
Tell us the decision, deadline or problem in front of you.
- A reply from the practice that does the workThe practitioners who would deliver it.
- A short conversationWhat needs to happen, and by when.
- A written proposalWhat you would receive, how long it takes and the fee, before you commit.
No cost, no obligation.
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About 30 minutes with a practitioner from the practice that does the work, not a salesperson. It’s about your situation, and you’ll leave with a clear view of your next step. No cost, no obligation.
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