A regional energy distributor
Managed services with severity-based SLAs
Ongoing management of billing and service applications, with an on-call rota and monthly reporting on availability and technical debt.
Case facts
- Delivery model
- Nearshore in Portugal
- Variant
- pt-PT
- Team
- 5 engineers, Porto
- Time to launch
- 8 weeks
The problem
Critical applications were maintained by a two-person internal team with no out-of-hours cover, which turned every night-time incident into a personal phone call. Knowledge was concentrated and technical debt was not measured.
What we built
A managed services team in Porto, with severity-based SLAs and agreed penalties, a real on-call rota rather than informal availability, and monthly reporting that includes technical debt rather than only uptime.
Transition began by documenting what existed only in the two internal engineers' heads, and that documentation stayed with the client regardless of whether the contract continued.
Compliance
Onshore in Portugal, inside the EEA. Named, revocable and logged access to the client's systems.
Results
- engineers in managed services
- 5engineers in managed services
- high-severity incidents
- -44 %high-severity incidents
- a formal on-call rota, not an informal one
- 24/7a formal on-call rota, not an informal one
- systems without documentation after 3 months
- 0systems without documentation after 3 months
Before we had availability. Now we have an on-call rota, which is not the same thing.
Let us look at the numbers for your case
Tell us which processes you want to outsource, in which languages and at what volume. We come back with a euro estimate and an operating design, with no commitment.
We reply within 6 hours on working days. If you would rather write: info@corpshore.solutions