The challenge
Support starts with a baseline of versions, configuration and dependencies, including platforms built by another team. Unlike managed services, your team operates while Nuxia assists with contracted components.
Our approach
- Define components, priorities, channels, coverage hours and response targets in the support agreement.
- Escalation: intake and triage, platform engineering, specialists and vendor or community collaboration where appropriate.
- Security and versions: assess advisories and CVEs, test fixes, plan changes and record mitigations.
- Proactive reviews and assistance: health checks, capacity, upgrades and technical audit documentation within scope.
Use cases
- Corrective support for one component or assistance across a full platform.
- Essential, Business and Mission Critical as scope models: corrective, proactive or with a named engineer. Coverage and timings are subject to proposal.
Support levels
- Essential — 8×5 coverage during Spain business hours; P1 response within 4 h.
- Business — 24×7 coverage; P1 response within 1 h.
- Mission Critical — 24×7 coverage with an assigned engineer; P1 response within 15 min.
Times and levels are indicative; they are confirmed by contract.
What we deliver
- Baseline, version and responsibility matrix, escalation process and incident and change records.
Versions, licences, compatibility, support coverage and service targets are agreed after reviewing the environment. Sizing and results are validated with representative workloads and tests.