Application Operations

We support a wide range of applications across different technologies, architectures, and deployment models. This includes traditional monolithic applications, microservices-based applications, containerized applications, and serverless applications. We support applications built on various platforms including Java, .NET, Node.js, Python, PHP, and others. Our services cover applications deployed on-premises, in public clouds (AWS, Azure, Google Cloud), private clouds, and hybrid environments. We tailor our approach based on the specific characteristics and requirements of your applications, ensuring that each receives the appropriate level of monitoring, management, and support.

Application security is a critical component of our operations services. We implement a multi-layered approach that includes: First, regular vulnerability scanning and penetration testing to identify and address security weaknesses. Second, continuous monitoring for security threats and anomalies using advanced detection tools. Third, timely application of security patches and updates to address known vulnerabilities. Fourth, implementation of security best practices such as least privilege access, encryption, and secure coding standards. Fifth, compliance monitoring and reporting to ensure adherence to relevant regulations and standards. Sixth, security incident response planning and execution to quickly address any security breaches. We also work closely with your security teams to align with your organization's security policies and requirements.

We offer flexible service levels that can be tailored to your specific business requirements and application criticality. Our standard service levels include: Basic (8x5 support with next business day response for non-critical issues), Standard (16x5 support with 4-hour response for high-priority issues), Premium (24x7 support with 1-hour response for critical issues), and Mission Critical (24x7 support with 15-minute response and dedicated resources). Each service level includes defined metrics for availability, incident response time, resolution time, and change implementation. We work with you to define appropriate service level objectives (SLOs) and service level agreements (SLAs) based on your business needs, application criticality, and budget constraints. Regular service reviews ensure that these levels continue to meet your evolving requirements.

We follow a structured transition approach to ensure a smooth handover of application operations responsibilities. The process typically includes: First, a detailed discovery phase to understand your applications, infrastructure, processes, and requirements. Second, documentation of application architecture, dependencies, and operational procedures. Third, implementation of monitoring tools and integration with existing systems. Fourth, knowledge transfer from your team to ours, including shadowing and reverse shadowing. Fifth, a phased transition of responsibilities, starting with monitoring and gradually expanding to full operations. Sixth, a hypercare period with increased staffing and oversight to address any issues that arise during the initial transition. Throughout this process, we maintain clear communication, regular status updates, and defined success criteria to ensure a successful transition with minimal disruption to your business operations.

We implement comprehensive measurement and reporting frameworks to provide visibility into application operations performance. This includes: First, real-time dashboards that show current application status, performance metrics, and incident information. Second, regular operational reports covering key metrics such as availability, response time, error rates, and incident statistics. Third, trend analysis to identify patterns and potential issues before they impact users. Fourth, service level agreement (SLA) reporting to track performance against agreed targets. Fifth, quarterly business reviews that provide a strategic overview of operations, achievements, challenges, and improvement opportunities. We tailor our reporting to different audiences, providing technical details for operational teams and business-focused metrics for executives. All reports are accessible through a self-service portal, and we're happy to customize reporting to meet your specific requirements.