Support & Managed Services

Support & Managed Services

Co-managed operations with evidence and SLAs

We design and enable co-managed operating models that keep you in control while adding expert capacity and clear outcomes. From process design and tooling setup to governance and reporting, we help your teams run reliably with measurable SLAs.

When full 24/7 outsourcing is required, we coordinate delivery with approved MSSP/MSP partners on your stack or a vetted provider—maintaining transparency, portability, and audit-ready evidence across the program.

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OUR SCOPE

What We Provide

Process Design

Define operating procedures, RACI, handoffs, and escalation paths for reliable day-to-day operations.

Tooling Setup

Onboard monitoring, ticketing, knowledge base, and automation tools aligned to your workflows and controls.

Governance

Define KPIs and SLAs, cadence of reports and reviews, and evidence packs for audits and stakeholders.

Co-Managed Ops (Optional)

Augment your teams with defined responsibilities and runbooks; option to engage approved partners for 24/7 coverage.

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DELIVERABLES

What You Receive

SOPs & Runbooks

Standard operating procedures, playbooks, and runbooks for consistent execution and fast onboarding of new staff.

KPI Dashboards

Clear KPI and SLA dashboards with trends, exceptions, and actions—shared with stakeholders on a fixed cadence.

Monthly Reports

Reports covering performance, incidents, improvements, and upcoming priorities—with audit-ready evidence attachments.

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OUTCOMES

Expected Results

Efficient Operations

Defined processes and automation reduce toil, speed up response, and improve service reliability.

Clear Accountability

Documented roles, RACI, and reporting remove ambiguity and improve cross-team coordination.

Measurable SLAs

Transparent KPIs and SLAs align expectations and show tangible improvements every month.

FAQ

FREQUENTLY ASKED QUESTIONS

Common Questions

Scope-based co-managed models focus on specific responsibilities with clear SLAs and evidence. Full outsourcing shifts 24/7 operations to an approved partner. We help you choose and govern the right model.

We define SLAs/KPIs aligned to business outcomes, then report monthly via dashboards and executive summaries with trends and actions.

You can own the tooling entirely; we configure and operate it with your team. Alternatively, we co-manage partner platforms with clear portability and data access guarantees.

Define a Co-Managed Model

Let’s design a co-managed operating model that fits your teams, tools, and outcomes.

Define a Co-Managed Model