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Tetra Connects

Services

Managed services

Some systems need people who know them every day. We take responsibility for defined operations under a statement of work that spells out scope, hours, response targets and reporting.

Discuss support Engagement models

What managed means here

A managed service is a standing agreement. We run defined operational tasks for your systems, report on them and improve them over time.

We do not publish a blanket uptime figure or a promise of round-the-clock cover, because those depend on what we are asked to support, on your architecture and on the hours you need. Every term is written into the statement of work for your engagement.

Eight service areas

  • Application managed services

    Support, fixes and enhancements for business applications.

  • ERP support

    SAP, Oracle, Dynamics and Workday support with change and release management.

  • Cloud operations

    Monitoring, patching, backup, cost and incident handling in AWS, Azure and Google Cloud.

  • Infrastructure support

    Servers, storage, networks and virtualization, on-premises or hosted.

  • DevOps support

    Pipelines, clusters and tooling kept healthy and current.

  • Security operations support

    Monitoring configuration, detection tuning and response readiness. We do not offer managed detection and response.

  • ITSM

    Process design and tooling on ServiceNow or similar: incident, change, problem, catalog.

  • Production support

    Triage and fixes for live issues, with a path to root cause.

What goes into the statement of work

TermWhat we agreeWhy it matters
ScopeWhich systems, environments and tasks are covered and which are not.Prevents the gap between what you expect and what is staffed.
Coverage hoursDays and time zones when staff are available, and how after-hours issues are handled.Set by your business need and budget, not a default.
Priorities and response targetsDefinitions for each priority and the response and update targets for each.Gives both sides a way to judge a ticket.
EscalationNamed contacts on both sides and the path for a stuck issue.Time is lost when nobody knows who to call.
ReportingMonthly service report: volumes, causes, ageing, trends and open risks.Recurring problems become visible.
Change and releaseHow changes are requested, approved, tested and deployed.Separates support work from project work.
Access and securityLeast-privilege access, named accounts, logging and offboarding.You control who can touch your systems.
Transition in and outKnowledge transfer, shadowing, and a plan for handing back.Avoids lock-in and uncertainty.

Terms differ by engagement. We discuss them during scoping and put them in writing.

How a managed service starts

  1. 1

    Scope

    Agree what is covered, the hours and the priorities.

  2. 2

    Discover

    Review the systems, documentation, tickets and risks.

  3. 3

    Transition

    Shadow the current team, build runbooks and set up access.

  4. 4

    Go live

    Take over in stages, with agreed checkpoints.

  5. 5

    Improve

    Review reports each month and remove recurring causes.

Questions people ask

Do you offer 24x7 support?

Coverage hours are set per engagement. If you need after-hours cover, we scope it, agree how it is staffed and write it into the statement of work.

Do you provide a service level agreement?

Response and resolution targets can be written into an agreement for your engagement. We do not publish a standard SLA.

Can we start small?

Yes. Many engagements begin with one application or one environment and grow.

Who owns the runbooks?

You do. We write and maintain them in your repository or knowledge base.

Related

  • Engagement models

    Eight ways to work with us, explained plainly, with a short tool to suggest which to discuss first.

  • Cloud

    Cloud strategy, readiness assessments, migration, landing zones, governance, FinOps and operations on AWS, Azure and Google Cloud.

  • ServiceNow

    ITSM, ITOM, CMDB and Discovery, HR and customer service, security operations and platform governance, with integration through Flow Designer and IntegrationHub.

Have a technology challenge? Let’s work out the approach.

Discuss a project

Tell us the current system, the target and the timeline. A technical lead replies to talk about scope.

Start the project brief

Request technical talent

Need consultants inside your team rather than a project owner? Send the requirement.

Request talent

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Phone, United States (470) 948-0356 Phone, India +91 70321 51545 Email info@tetraconnects.com