24/7 Managed Services

01 - The challenge

The challenge

In some respects, from an operational and support perspective, a cloud-based computing environment is no different from traditional IT systems. In general, an ITIL-based operation is also an expectation here, and the underlying business activity and the criticality of the functionality can "only" determine the quality.

Although operation and support go hand in hand, ensuring the proper and efficient functioning of the system does not require 24/7 service, in contrast to support, whose failure-related tasks – troubleshooting, fault escalation, problem management, disaster prevention – require high availability due to their criticality. And of course, a 24/7 on-call support according to ITIL regulations requires at least 5 qualified support professionals due to the 3 shifts, vacations, and illnesses. And the majority of customers rarely have this number of employees, especially in the field of cloud-based computing, which is still new today but is emerging.

02 - The solution

The solution

Thanks to cloud systems, architectures with very high fault tolerance can be created relatively cheaply, but in any case, in a cost-effective way, and it is not only about fault-tolerant systems. This is a proven fact by the failure statistics. Of course a high-quality, reliable support system is also needed in addition to cloud services. An important question is the expertise of the supporting organization, and the contractual background fixing the service levels.

An important aspect is how the service provider's infrastructure ensures:

the high degree of availability,
data integrity,
reliability,
security.

The development of regulations and processes surrounding the infrastructure is also a guarantee that the service provider can provide consistent support every day of the week.

TC2 has such a supportive environment. The integrated infrastructure is built on well-proven components such as AWS CloudWatch, AWS SNS, AWS SES, AWS lambda, AWS Contact Center, Zoho CRM, Slack, Pager Duty. The ISO 9001 and 27001 certifications make ITIL-based service mandatory.

Related case studies

Doqsys

Information Technology

DOQSYS required a higher availability and easier to operate environment that flexibly follows needs in terms of both resources and costs.

Vodafone

Telecommunications

Vodafone's Hungarian subsidiary wanted to run at least 40% of its IT workflows in the cloud, looking for a strategic partner.

Transcend

Information Technology

Transcend has asked TC2 to develop and operate its existing AWS-based platform.

Jaystack / Bourne Assetbox

Media & Entertainment

Jaystack has sought TC2’s expert help to set up and operate Bourne’s assetbox content provider’s new website.

See our other case studies!

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Other solutions

TC2 MAP (Migration Acceleration Program)

The use of cloud computing and digitalization is a prerequisite for improving the efficiency of business operations, the ability to adapt to market changes, the development of elasticity agility and optimal cost structures.

SAP on AWS

SAP systems play a key role in the everyday processes of many companies worldwide. They require special hardware and extremely high availability being business-critical systems. With the introduction of the SAP HANA database and the retirement of SAP support for alternative databases, it will be essential for hundreds of companies to switch platforms in the next 5-10 years. However, this can be a risky project in a traditional environment because of the magnitude of hardware estimation, acquisition, and lifecycle tracking.

VMware on AWS

VMware is leading the way as a virtualization solution in medium and large enterprise environments, and more and more companies are building private cloud environments on VMware products. With the rise of agile methodologies and containerisation, application developers are increasingly able to meet the market's need for rapid time to market.