Solução 05
24×7 Support and Operations
AvailableOn premiseCloud
Sustaining complex environments with a dedicated team, from the daily routine to the environment nobody else wants to take on.
What is at stake
There is a kind of environment nobody wants to take on: the one that grew in layers, has partial documentation and cannot stop to be fixed. That is exactly the environment Master usually receives.
How Master works
The transition starts before Master takes over. A survey of what exists, a map of who calls whom, critical routines identified and a period of assisted operation with the outgoing team. Nobody wakes up owning an environment they met the day before.
In steady state, the operation runs in tiers: the first resolves the known, the second investigates, the third changes the design. The client knows which tier their case is in and what comes next. Service level agreements are defined in contract, per environment.
What it includes
- Continuous operation of the environment
- Tiered escalation and communication with the client
- Application and infrastructure sustainment
- Routines, maintenance windows and night execution
The Master way
Sustainment cuts across the whole ecosystem: BMC, BMC Helix, Zabbix and the Oracle databases. Master is who keeps all of it standing in the same environment.
The technology belongs to the vendor. What Master puts on top of it is people who care, discipline with information, and respect for large operations.
- 01
People who care
Running 24×7 is a decision about people before it is a decision about tooling. A rota that respects rest, a dedicated team that knows the client by name and a Great Place to Work certified group behind it: that is how the small hours have someone whole on the other side.
- 02
Information security
Sustaining someone else environment requires access, and access requires rules. Named credentials, least privilege, periodic review of who gets in where, and a record of what was done in each window.
- 03
Respect for large operations
The environment Master receives usually leaves better than it arrived. Every repeated ticket becomes an improvement item, every spoken procedure becomes a written one, and the operation gets predictable without stopping for it.