Operate
Cloud support and operations
Day-to-day operation of your cloud and colocated platforms by named engineers with the authority to act within an agreed change scope — Microsoft Azure in European regions, and colocated environments on HPE and Lenovo hardware.
Duration
Onboarding 4 weeks, then continuous
Built on
ISO/IEC 20000 · ITIL 4 · ISO/IEC 27001:2022
Who this is for
IT director
Has a platform and no one whose actual job is running it.
Infrastructure lead
Wants cover for holidays, illness and the hours nobody wants.
CIO
Is carrying key-person risk on one engineer who knows how everything works.
CFO
Is paying for support that escalates rather than resolves.
Most 'support' has no authority to change anything
The common experience of buying platform support is a ticket queue that reads your problem back to you and escalates. The contract is real, the people are competent, and nothing gets fixed — because whoever is answering has no permission to touch your environment and no context about why it is built the way it is.
The second common experience is worse and quieter: one engineer inside your organisation who knows how everything fits together, has never written it down, and takes two weeks of holiday a year during which nobody changes anything.
What actually resolves problems is a combination of two things: the authority to act, and the context to act safely. We work with a documented change scope agreed in advance — what we may do without asking, what needs your approval, and what nobody does without a change board — and we capture the environment's runbooks during onboarding so the knowledge stops living in one person's head.
Named engineers, not a rota of strangers. The value of support is mostly accumulated familiarity with your estate, and it is destroyed by rotation.
Coverage is the window you choose. Monitoring and alerting run continuously; human response is what you select and what you pay for, stated plainly in the service description.
How we do it
- 01
Onboarding and access
2 weeks
Access provisioned with documented scope, an authority matrix agreed, and escalation contacts named on both sides.
- 02
Runbook capture
2 weeks
How the environment actually works, written down as we learn it. This is the deliverable most clients value most six months later, and it belongs to you whether or not you continue with us.
- 03
Monitoring integration
1 week
Alerting routed to us with thresholds tuned so that an alert means something. Monitoring runs continuously. Out of hours, containment is automated and a named on-call engineer is reachable for severity-one events.
- 04
Run
continuous
Operation, incident response, patching coordination, capacity and performance, within the agreed change scope.
- 05
Change management
ongoing
Standard changes pre-approved and executed; normal changes proposed with a rollback; emergency changes documented afterwards without exception.
- 06
Review
monthly and quarterly
What ran, what broke, what changed, what it cost, and what we recommend next.
Named artefacts
What you receive
- Environment runbooks, owned by you
- Access and authority matrix, signed
- Monitoring and alerting configuration, tuned
- Change log with rollback records
- Incident records and post-incident reviews for significant events
- Monthly operations report
- Quarterly capacity and cost review
What we need from you
- Access with documented scope, and a process to revoke it cleanly at the end.
- An agreed authority matrix. Without it every action becomes a request and the service becomes a queue.
- Introductions to the people who know the undocumented parts of the estate, early, while they are still available.
- Named contacts for approvals, with deputies.
What changes
- 01Problems are resolved by people with permission to resolve them.
- 02The estate's operating knowledge exists as documentation rather than in one person's memory.
- 03Holidays, illness and departures stop being operational risks.
- 04Changes are logged with rollbacks, so the estate's history is reconstructable.
- 05Costs and capacity are reviewed on a schedule rather than at renewal.
What it costs
On request
All prices exclude VAT.
Questions
Do you need full administrative access?
No. We work to a scoped authority matrix and we would rather have less access and a clear escalation than blanket rights. The scope is documented so you can revoke it cleanly.
What if you break something?
Changes carry rollbacks, and emergency changes are documented after the fact without exception. Post-incident reviews for significant events are shared with you, including where the cause was us.
Can you work alongside our existing team?
That is the most common arrangement. We usually take the operational load and the out-of-hours cover, and your team keeps the work that requires knowing the business.
Which platforms?
Microsoft Azure in European regions, and colocated environments on HPE and Lenovo hardware. Tell us what else is in the estate and we will say plainly whether we cover it.
Leave with your top three risks documented
Thirty minutes with a senior practitioner. No slideware, no sales engineer.