Managed Services

We manage it.
You focus on the business.

24×7 application and infrastructure support, SLA-driven delivery, legacy system upkeep, and proactive platform operations — we own the operational burden so your engineering team owns the product.

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%SLA uptime commitment across all managed environments

<15minMean time to acknowledge critical incidents

40%Average infrastructure cost reduction in managed engagements

24/7Global monitoring and incident response coverage

The problem

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

On-call burden is burning out engineersYour best engineers are constantly interrupted by production incidents

Legacy systems require specialist knowledgeCritical systems nobody fully understands are held together by a few key people

No 24×7 coverageYou have global users but no out-of-hours support coverage

Scaling team is expensiveHiring permanent headcount for operational roles is slow and costly

Operational work crowds out product workMore than 30% of engineering capacity goes to run-the-business activities

Core 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

Our methodology

How we onboard and operate

A structured onboarding process that minimises risk and establishes operational excellence from day one.

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

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

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

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

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

Technology stack

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

Frequently asked questions

Common questions about Managed Services

How do you handle knowledge transfer when onboarding a new environment? ›

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.

Can you manage environments you didn't build? ›

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.

How do you handle escalation to our internal teams? ›

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.

What's the minimum contract term? ›

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.

Can you scale support up during peak periods? ›

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.

Related services

We manage it.You focus on the business.

Your engineers should be buildingproducts, not fighting fires.