What we build, wekeep running.
The data platforms, dashboards, AI solutions and apps we build for you stay in our care after go-live, under a Service Level Agreement or a subscription. We monitor them, respond to incidents and handle fixes and small changes, so your engineers spend their sprints on the roadmap rather than on repairs.
- Supported by its builders
- The senior experts who design and build your solution also take it live and support it afterwards.
- Targets in the SLA
- Response and resolution targets are agreed per component, by business criticality, and written into the contract.
- Fixes and small changes covered
- Fixes and small changes are part of the service, so they need no new project and do not pull your engineers off the roadmap.
The problem
The trouble starts after go-live
A platform rarely breaks on the day it goes live. The trouble starts later: a pipeline fails overnight, a dashboard shows yesterday's numbers, and the fix depends on the one or two people who know how it works. Often they are the same engineers who should be building the next part of the roadmap. From go-live, support needs an owner, an agreed service level and people who know the build.
Common symptoms
Your engineers spend their days fixing pipelines instead of building the roadmap
Only one or two people understand how the platform works, and every incident waits for them
After hypercare the build team moves on, and support falls to engineers who did not build it
What this costs you
The data and AI roadmap slips, because a fully booked team spends its sprints on repairs
How long the business waits for correct numbers depends on who happens to be available
Holidays and departures become a risk, because nobody else can take over
How Managed Services works
From hypercare to managed service
One service in three layers. Hypercare, included in every SolvX build package, covers the period straight after go-live, when the senior experts who built the solution stay close at hand. SLA support then takes over: we watch the solution and respond to incidents on the agreed terms. A change lane handles the fixes and small changes that keep it useful as the business moves on.
Layer 1, Hypercare
Focus
Straight after go-live, the senior experts who built the solution stay highly available to answer questions and resolve what first use brings to light.
Key outputs
Direct access to the people who built it, early issues resolved, and the handover documents complete.
Layer 2, Monitor and respond
Focus
We watch the pipelines, refreshes and services your solution depends on, and respond to incidents within the targets set in the SLA.
Key outputs
Monitoring and alerts, an incident process with named contacts, and a log of each incident with its cause and fix.
Layer 3, Fix and change
Focus
Fixes and small changes are part of the service, so a changed source, a new field or a broken report does not need a new project.
Key outputs
One prioritised list of fixes and changes, each tested before release, with the documentation kept current.
Capabilities
What we deliver
What it takes to keep the solution SolvX built for you reliable and useful, without your engineers carrying it on top of the roadmap.
Hypercare after go-live
High availability of the senior experts who built the solution, to answer questions and resolve early issues after production deployment.
Monitoring and alerting
Alerts on the pipelines, refreshes and services your solution depends on, tuned to signal real problems rather than noise.
SLA-based incident response
Response and resolution targets agreed per component by business criticality, with named escalation paths.
Fixes and small changes
A change lane for the corrections and small improvements that keep dashboards, platforms and apps in step with the business.
Controlled releases
Every change is tested, approved and released with a plan to roll it back, so an update does not become the next incident.
Documentation that stays current
Runbooks and configuration notes kept in your own systems and updated with every change, so your team can always see how it works.
Where it creates value
Who benefits most
Practical value for the teams that carry the most complexity.
Data and platform leads
Accountable for the platform staying up while the roadmap moves forward.
- Your engineers can spend their sprints on the roadmap, not on repairing pipelines
- Incidents no longer wait for the one or two people who know the platform
- Fixes and small changes have an owner and one prioritised list
- Runbooks and documentation stay current in your own systems
CIOs and business owners
Answerable for the numbers and services the business depends on.
- Response and resolution targets you can plan around, written into the SLA
- One accountable party for the solution after go-live
- Small changes without opening a new project or procurement round
- A regular review that shows incidents, changes and what comes next
Less relevant if...
When another route serves you better.
- The solution was built by another supplier. This service is set up for what SolvX builds and delivers
- You want your own team to run it. Senior Expert Placement, with a knowledge-transfer plan, fits better
- The work is a new build or a major change. That is scoped as a fixed-price phase
- You only need support straight after go-live. Every SolvX build package already includes hypercare
- You want your own data team alerted on failing pipelines and tests across your whole platform: see Data Quality Monitoring
How it works
A practical delivery approach
Every engagement follows a clear path from diagnosis to delivery and handover.
Intake of what we built
We start from the solution SolvX delivered: its architecture, tests and handover documents. Together we agree which components the service covers and how critical each one is to the business.
An agreed list of components in scope, ranked by business criticality.Agree the service level
We agree response and resolution targets per component, the hours the service covers, who can raise incidents and how they are escalated. The SLA or subscription also sets what counts as a small change.
A signed SLA with targets per component and named contacts on both sides.Hypercare after go-live
In the period straight after go-live, the senior experts who built the solution stay highly available to answer questions and resolve what first use brings to light, before the service moves to its steady rhythm.
Questions answered by the builders, early issues resolved, handover documents complete.Monitoring and incident response
We watch the solution and respond to incidents on the agreed terms. Each incident is logged, resolved and traced to its cause, so the fix addresses the cause rather than the symptom.
An incident log with cause and fix, reported against the SLA.Fixes and small changes
Fixes and small changes go on one shared list. We prioritise it with you, build and test each change, and update the documentation when it goes live.
Tested changes in production, with documentation kept current.Regular service review
At a rhythm agreed in the SLA, we go through incidents, changes and open risks with your platform owner and agree what comes next. Larger work outside the service becomes a separate, scoped phase.
A service review and an agreed list of next priorities.
Proof & trust
Results that speak for themselves
Supported by its builders
The senior experts who design and build your solution also take it live and support it afterwards.
Targets in the SLA
Response and resolution targets are agreed per component, by business criticality, and written into the contract.
Fixes and small changes covered
Fixes and small changes are part of the service, so they need no new project and do not pull your engineers off the roadmap.
Example engagement
What it looks like when it works
How an engagement like this typically runs. An illustration, not a client result.
Context
Example: a large organisation running a data platform and Power BI dashboards built by SolvX, with an internal data team that is already fully booked.
Challenge
After go-live, nobody has time to watch the refreshes, handle incidents or pick up the steady flow of small change requests from the business, and only one or two people know how the platform works.
Solution
The engagement starts with an intake of the delivered solution and an SLA with targets per component. Hypercare covers the period straight after go-live. SolvX then monitors the platform, responds to incidents and works through fixes and small changes from a shared list, with a regular review to set priorities.
What you get
Signed SLA
Response and resolution targets per component, service hours and named contacts on both sides.
Incident log with causes
Every incident recorded with its cause, its fix and its timing against the agreed targets.
Current runbooks
Runbooks and documentation in your own systems, updated with every fix and change.
Context
Example: an organisation that uses an AI solution or app every day, built and deployed by SolvX and bought as a subscription.
Solution
The subscription covers running the solution: hypercare after the first release, then monitoring, incident response, and fixes and small changes, with a review at an agreed rhythm.
What you get
Monitored solution
Alerts on the services and data feeds the solution depends on, followed up by SolvX.
Prioritised change list
One list of fixes and small changes, each tested before release.
Regular service review
Incidents, changes and next priorities reviewed with your owner.
Frequently asked questions
Your questions, answered
The data platforms, dashboards, AI solutions and apps SolvX builds or delivers for you. It starts with hypercare after go-live, included in every SolvX build package, followed by monitoring, incident response, and fixes and small changes under an SLA or subscription. New builds and major changes sit outside the service and are scoped separately.
As an SLA contract or, for the apps, AI solutions and dashboards we build or deploy, as a subscription. Work that falls outside the service, such as a new build or a major change, is scoped as a fixed-price phase, and extra expert time can be agreed by the hour. The fee depends on the components in scope, how critical they are and the hours the service covers.
A named owner on your side, access to the environments in scope, and agreement on which components matter most to the business. We also need to know who may raise incidents and who approves changes. Your owner joins the regular review to set priorities.
You own your data, your client-specific code and the documentation. Runbooks and configuration notes are kept in your own systems, written so your own people can pick them up. If the service ends, you keep all of it, and a handover is part of the exit. SolvX keeps the rights to its generic building blocks; the contract sets out the details.
We work alongside your team, not in place of it. We take on the monitoring, incidents and small changes, so your engineers can spend their sprints on the roadmap. Your team stays involved through the shared change list and the regular review.
No. We work in your existing monitoring, ticketing and communication tools. There is no new platform to buy or learn in order to work with us.
We report against the SLA: incidents, response and resolution times, and the fixes and changes delivered. The regular review puts those next to open risks and the next priorities, so you see what the service does rather than a ticket queue.
When the solution was built by another supplier, because this service is set up for what SolvX builds and delivers. When you want your own team to run it, Senior Expert Placement with a knowledge-transfer plan fits better. A new build or major change is a fixed-price phase. And if you only need support straight after go-live, the service is not needed: every SolvX build package already includes hypercare.
Next step
Where do you want to start?
Pick the path that matches where you are today. Both begin with a conversation.
We keep it running. Your team builds what comes next.
Tell us which solution SolvX built or is building for you, and how support is handled today. We will propose a service as an SLA contract or a subscription, with targets per component and fixes and small changes covered.
- Map the components in scope and how critical each one is
- Agree response targets, service hours and contacts
- Choose between an SLA contract and a subscription
No obligation. Typical response within 1 business day.
Start with an assessment
Not ready to commit to a pilot? A 2 to 4 week assessment maps your current state and identifies the highest-value starting point, with no obligation to proceed further.
- Map your current situation and pain points
- Identify 2 to 3 high-value improvement opportunities
- Get a recommended pilot scope and expected outcomes
No obligation. Typical response within 1 business day.
You might also be interested in
Related solutions
Senior Expert Placement
Senior Azure, Databricks or Power BI experts join your team, usually within 2 to 4 weeks, contracted by SolvX.
ExploreData Quality Monitoring
Alerts your data team when a pipeline or data test fails, with lineage that shows what an incident hit.
Explore