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Service, dedicated teams
24/7 application support (AMS)
We provide round-the-clock support (24/7/365) for any business-critical application, in factories and companies of any industry. We build dedicated teams matched to your technologies and take ownership of keeping them running.
01 · What we offer
Uninterrupted care for your systems
24/7/365 availability
Support without breaks: nights, weekends and holidays, when downtime costs the most.
Dedicated teams
A stable team that knows your applications and processes, matched to your technology stack.
L1-L3 support tiers
From first line and ticket handling to diagnostics and enhancements, in one service.
Proactive monitoring
We catch problems before users do, and act before they grow.
Incident management
Structured incident, problem and change handling, with clear communication and escalation.
SLA & reporting
Clear SLA commitments and regular reports on service quality.
02 · Knowledge transfer
Managed knowledge transfer, from zero to full ownership
Before we take over support, we run a structured knowledge transfer. So on the first day of steady state the team already knows your applications and procedures.
Discovery & documentation
We learn the applications, processes and risks; we build or complete the knowledge base and runbooks.
Shadowing
Our team learns from your experts by observing day-to-day work and real tickets.
Reverse shadowing
We take over tasks under your experts' supervision. This is how we check the team is ready.
Steady state
We run the service independently and with full ownership, with continuous improvement.
03 / Work standards
We work to recognised industry standards
Our support is built on recognised international standards for service management, security and reliability.
IT service management
Best practices for incident, problem and change management, an orderly, repeatable service.
IT service standard
The international standard for IT service management: measurable service quality.
Information security
Protecting data and systems in line with the recognised information-security standard.
Reliability (Site Reliability)
SRE practices: automating operations, measurable reliability and minimising downtime.
Multi-timezone support
Teams across time zones deliver smooth, round-the-clock support without night shifts on your side.
Measured outcomes
Availability, response and repair time (MTTR) and SLA adherence, all reported.
04 · Benefits
Business continuity in our hands
We take ownership of operations so your team can focus on development.
- Faster response and repair
- Higher availability of critical apps
- Your internal IT team relieved
- Predictable cost and clear SLAs
- Security and compliance
Case studies and scenarios
What our work looks like in practice
Case studies are client projects, described with confidentiality in mind. Scenarios are illustrative models with a calculation, described on an example company.
We took over support for a manufacturer’s core applications: monitoring, user support and proactive enhancements.
See the case study in brief ScenarioRobots that heal themselvesFewer night alarms and stoppages; a predictable maintenance cost.
See the scenario ScenarioFactory incident: from alarm to resolutionShorter MTTR, less downtime, every failure with a complete history.
See the scenario ScenarioSAP regression every night4× the coverage with less effort; fewer post-release defects in production.
See the scenarioSAP support in a 24/7 AMS model is described on the page SAP: support, outsourcing and experts.
We run critical applications for a manufacturer, described in the case study Enterprise application management for a manufacturer (in brief). Industry: Manufacturing & industry. The managed service model for shared service centres is on the page Shared services (GBS/SSC).
Have an application that can't go down?
We'll build it a dedicated team and 24/7 support.
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