Managed cloud services · 24x7 application support
We manage it.
You focus on the business.
Round-the-clock application and infrastructure operations, run to agreed service levels. We take on the operational load so your teams can focus on the product and the business.
What we deliver
24×7 Application & Infra SupportSLA-backed coverage with tiered response times
Infrastructure OperationsMonitoring, patching, scaling, cost optimisation
Legacy System MaintenanceSpecialist upkeep with zero business disruption
Proactive MonitoringELK, Prometheus, Grafana — know before your users do
Team ScalingOn-demand operational headcount, up or down
99.9%Uptime targets agreed for each managed environment
<15minMean time to acknowledge critical incidents
Up to 40%Infrastructure cost reduction in selected managed engagements
24/7Monitoring and incident response, where contracted
Indicative outcomes from selected client engagements. Results depend on scope, environment and starting maturity.
The challenge
Your engineers should be building
Your engineers should be building
products, not fighting fires.
Every hour your engineering team spends on infrastructure incidents, on-call rotations, legacy system maintenance, and operational firefighting is an hour not spent on the product features that drive business value.
Many enterprises find themselves in a cycle: systems are critical, but the team maintaining them is also responsible for building new capability. The result is slow delivery, high on-call burden, and a gradual erosion of engineering morale.
Sminetech Managed Services takes operational ownership off your team's plate — with SLA-backed 24×7 support, proactive monitoring, FinOps governance, and the specialist depth to handle everything from legacy system upkeep to modern cloud platform operations.
Signs you need managed services support
1
On-call burden is burning out engineersYour best engineers are constantly interrupted by production incidents
2
Legacy systems require specialist knowledgeCritical systems nobody fully understands are held together by a few key people
3
No 24×7 coverageYou have global users but no out-of-hours support coverage
4
Scaling team is expensiveHiring permanent headcount for operational roles is slow and costly
5
Operational work crowds out product workA large share of engineering capacity goes to run-the-business activities
Capabilities
What we manage and operate
End-to-end operational ownership — from 24×7 support to proactive platform improvement.
24×7 Application Support
Round-the-clock L1/L2/L3 support for your business-critical applications — with SLA-backed response times and escalation paths that match your business priorities.
- Tiered L1/L2/L3 support model with defined SLAs
- Incident triage, diagnosis, and resolution ownership
- On-call rotation management and escalation procedures
- Business-hours and out-of-hours coverage models
- Customer-facing status communication during incidents
Infrastructure Operations
Proactive management of your cloud infrastructure — capacity planning, patching, scaling, and cost optimisation — so your platform stays healthy without constant engineering attention.
- Cloud infrastructure monitoring and health management
- Automated scaling and capacity planning
- OS and middleware patching and security updates
- Backup verification and disaster recovery testing
- FinOps cost optimisation reviews and implementation
Legacy System Maintenance
Keeping critical legacy systems stable and available while you plan their modernisation — with the specialist knowledge to maintain systems others have struggled with.
- Legacy application support across Java, .NET, PHP, Oracle
- Database maintenance, optimisation, and troubleshooting
- Dependency management and security vulnerability patching
- Gradual modernisation with zero business disruption
- Knowledge documentation for systems with tribal knowledge risk
Proactive Monitoring
Full-stack observability implementation and ongoing monitoring — catching issues before they become incidents, and reducing mean time to detect (MTTD) to minutes.
- ELK Stack, Prometheus, and Grafana monitoring setup
- Custom alerting thresholds and escalation rules
- Synthetic monitoring and uptime checks
- Anomaly detection and trend analysis
- Monthly health reports and capacity forecasts
Team Scaling & Governance
Rapidly scale your operational capability up or down — without the overhead of permanent hiring, onboarding, or offboarding.
- On-demand operational headcount scaling
- Onsite resource training and performance management
- Team governance frameworks and delivery reporting
- Skill gap identification and specialist sourcing
- Vendor management and third-party coordination
Reporting & Governance
Transparent, structured reporting on system health, SLA performance, cost trends, and platform improvements — keeping your leadership team informed without requiring engineering involvement.
- Monthly SLA performance reports
- Cloud cost trend analysis and optimisation tracking
- Incident summary reports with root cause and prevention
- Platform health scorecards
- Executive-level technology health dashboards
How we deliver
How we onboard and operate
A structured onboarding process that minimises risk and establishes operational excellence from day one.
01
Discovery & Audit
We spend the first 2 weeks building a complete picture of your environment — architecture, dependencies, failure modes, existing runbooks, and escalation paths.
- Infrastructure and application topology mapping
- Existing monitoring and alerting review
- Incident history analysis and pattern identification
- SLA baseline and gap assessment
- Key stakeholder and escalation path documentation
02
Runbook Creation
We document everything that matters — operational procedures, troubleshooting guides, escalation flows, and recovery playbooks — before we take ownership.
- Critical system runbook authoring
- Incident response playbooks for known failure modes
- Escalation matrix documentation
- Backup and recovery procedure validation
- Knowledge transfer from your existing team
03
Tooling & Monitoring Setup
We deploy or connect to the monitoring, alerting, and incident management tooling needed for full operational visibility.
- Monitoring stack deployment or integration
- Alert threshold tuning and noise reduction
- PagerDuty / OpsGenie on-call configuration
- Dashboards aligned to SLA metrics
- Logging pipeline setup and retention policy
04
Transition & Stabilise
A structured handover period — we shadow your team, then they shadow us — before we take full operational ownership with a safety net in place.
- Shadow period: we observe your team's operations
- Reverse shadow: your team observes ours
- Incident response rehearsal with joint team
- SLA measurement baseline establishment
- Go-live with formal managed service commencement
05
Operate & Improve
Ongoing operations with monthly reviews, continuous improvement recommendations, and proactive platform engineering — not just reactive support.
- 24×7 monitoring and incident response
- Monthly SLA and cost review meetings
- Proactive improvement recommendations
- Platform upgrades and security patching
- Quarterly business reviews with leadership
SLA framework
Our service level commitments
Transparent, measurable SLAs aligned to your business criticality — not generic service tiers.
| Incident Severity | Definition | Response Time | Resolution Target | Coverage |
|---|---|---|---|---|
| P1 — Critical | Full system outage or data loss affecting all users | 5 minutes | 2 hours | 24×7 |
| P2 — High | Major functionality impaired, significant user impact | 15 minutes | 4 hours | 24×7 |
| P3 — Medium | Partial degradation, workaround available | 1 hour | Next business day | Business hours |
| P4 — Low | Minor issues, cosmetic, or enhancement requests | 4 hours | 5 business days | Business hours |
Platforms & tools
Tools we manage and operate
Monitoring & Observability
ELK StackElasticsearch, Logstash, Kibana, APM
Prometheus / GrafanaMetrics, alerting, dashboards, Loki
New Relic / DatadogAPM, infrastructure monitoring, synthetics
SplunkSIEM, log management, security analytics
Incident Management
PagerDutyOn-call, escalation, runbook integration
OpsGenieAlerting, schedules, stakeholder comms
ServiceNowITSM, change management, CMDB
StatuspageCustomer-facing incident communication
Cloud Platforms
AWSEC2, EKS, RDS, S3, CloudWatch, Config
AzureAKS, Monitor, Defender, Cost Management
GCPGKE, Cloud Monitoring, Security Command Centre
Multi-cloudTerraform-managed, unified governance
Automation & IaC
TerraformInfrastructure provisioning and drift detection
AnsibleConfiguration management, patching automation
AWS Systems ManagerPatch Manager, Automation, Session Manager
KubernetesWorkload management, autoscaling, health checks
Questions
Common questions about Managed Services
We run a structured discovery and documentation sprint in the first 2 weeks — mapping your architecture, interviewing your engineers, reviewing existing runbooks, and building new ones where gaps exist. We don't take operational ownership until we're confident we have the knowledge to do it well.
Yes — the majority of our managed services engagements start with environments built by other teams or vendors. Our onboarding process is specifically designed for this scenario.
We document escalation paths during onboarding — identifying which issues genuinely require internal escalation and which we should own end-to-end. The goal is to minimise escalations to your team over time as our knowledge of your environment deepens.
We typically work on a 3-month initial engagement followed by rolling monthly contracts. This gives you enough time to see the value of the engagement while maintaining flexibility. Longer-term commitments attract better pricing.
Yes. One of the core value propositions of managed services is elasticity. We can scale team capacity during peak periods — product launches, end-of-quarter, regulatory deadlines — and right-size back down afterwards without the cost and complexity of permanent hiring.
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