L1 – Service Desk
First-contact resolution for user incidents, access requests, and standard service requests. Target: 80%+ resolved in first hour.
Managed IT Services
Proactive infrastructure management, monitoring, and operational governance — delivered as a structured engineering service.
What We Manage
- Proactive 24/7 infrastructure monitoring (CloudWatch, SolarWinds, New Relic)
- Verified backup management with scheduled restore validation
- Patch management with controlled windows and risk assessment
- Security baseline monitoring and compliance adherence
- Monthly executive reporting on SLAs, incidents, and operational KPIs
- L1/L2/L3 support with escalation ownership and runbook-driven resolution
Response Model
L2 – Infrastructure Ops
Server, network, and backup administration. Incident diagnosis, configuration management, and patch deployment.
L3 – Engineering
Architecture-level issues, automation improvements, cloud optimization, and escalation ownership for critical platform incidents.
Operational Excellence, Not Reactive Support
Our managed services are structured around documented runbooks, verified restore policies, monitoring ownership, and executive-level reporting cadence.