Tiered L1–L3 application support, cloud operations, monitoring and continuous improvement under defined SLAs — with a transition process designed to capture knowledge before it walks out of the door.
Applications do not become someone else's problem the day they go live. They accumulate tickets, drift out of patch compliance, develop undocumented dependencies, and end up understood by one person who is now the single point of failure for the business.
Managed application services means we take that on, under an SLA, with the knowledge captured in a form that survives staff changes. Tiered support, proactive monitoring, a proper release process for enhancements, and a continuous improvement loop aimed at reducing ticket volume rather than servicing it forever.
These are the measures we baseline at the start and report on throughout — not results claimed in advance.
A structured support model with defined scope at each tier and escalation paths that are written down rather than improvised under pressure.
A structured takeover that gets knowledge out of individuals and into documentation before the incumbent team is gone.
Small changes delivered continuously under proper change control, so the application keeps improving instead of slowly ossifying.
Running the platform the application sits on — patched, backed up, cost-governed and recoverable.
Finding out from a dashboard rather than from a user — instrumentation, alerting and the discipline to keep alerts meaningful.
Keeping the estate patched, access controlled and audit evidence available without a scramble when the auditor arrives.
Five phases, each with deliverables you can point at. No phase ends on a status report alone.
Understand the estate before committing to an SLA — application inventory, ticket history, architecture and where the undocumented knowledge lives.
Deliverables
A phased takeover — typically ninety days — moving from shadowing to reverse-shadowing to full ownership, with exit criteria at every gate.
Deliverables
First months of live ownership focused on hitting SLA consistently and eliminating the recurring incidents inherited from before.
Deliverables
Steady-state support and enhancement delivery, with monthly service reviews where the numbers are presented whether or not they are flattering.
Deliverables
A standing objective to reduce ticket volume and technical debt, so the service gets cheaper and more stable over time rather than the reverse.
Deliverables
Different problems want different commercial shapes. We will tell you which one fits, including when it is the cheapest one.
Incident and request handling under SLA, with no enhancement capacity included.
Support under SLA plus a fixed monthly capacity for enhancements and small changes.
End-to-end ownership including infrastructure, security operations and the roadmap.
A dedicated team covering whatever mix of support, enhancement and project work you need that month.
We pick tools to fit your existing estate and your team's ability to maintain them, not to fit our preferences.
SLAs are agreed per engagement against your actual business impact, because a P1 for a trading platform is not a P1 for an internal expense tool. A representative framework — severity definitions, response and resolution targets — is published on this page as a starting point for that conversation, not as a fixed offer.
This is the normal case, not the exception. Transition allocates explicit time to discovery: shadowing the people who know it, tracing the code and integrations, and mining ticket history for the real failure modes. We build the documentation as part of transition and you keep it, including if you later move to another provider.
Yes, through the US and India teams, though we will ask whether you genuinely need it. Round-the-clock cover on an application whose users are all in one time zone is often money better spent on fixing what causes the out-of-hours calls.
The documentation, runbooks and known-error database are yours throughout, not held as leverage. Exit assistance is written into the contract from the start. An AMS provider that makes leaving difficult is solving their retention problem with your risk.
Usually a monthly fee based on application count, complexity, ticket volume and cover hours, with enhancement capacity banked separately so support and change do not compete. We size it from your actual ticket history during assessment rather than from a generic tier card.
A short conversation is usually enough to tell whether we're the right fit. If we're not, we'll say so and point you somewhere better.
Or email us directly at reachus@segakiv.com
