Managed Services · 24/7 Operations · ERP · Cloud · AI
Most Managed ServicesProviders Were Not in
the Room When It Was Built. When a critical incident hits your Oracle Fusion environment at 2am, the response quality depends entirely on whether the engineer on call understands your system — or is reading the documentation for the first time. Symhas Managed Services is operated by the same architects who design and deliver the implementations. No handoff. No knowledge gap between the team that built it and the team that runs it. One accountability chain from go-live through every incident, patch, and optimisation cycle that follows.
Live SLA Commitments
24/7 Active
Critical incident acknowledgement
Production down · Data loss risk · Security breach
15 min
Critical incident resolution target
Premium tier
2 hr
System uptime guaranteed
Across all managed environments
99.95%
High severity response
Significant business impact
1 hr
Support coverage
Global NOC — Sacramento · Dubai · Chennai
24 / 7
Monthly governance report
Uptime · incidents · optimisation · cost
Monthly
99.95%
Uptime delivered across all managed environments
15min
Critical incident acknowledgement SLA — 24 hours a day
30%
Reduction in IT operating costs — typical year-one outcome
4+yr
Average client tenure across managed services engagements
Zero
Knowledge handoffs between the team that built it and the team that runs it
The Problem with Most MSPs
The Team That Runs It
Did Not Build It. The standard managed services model has a structural flaw. The implementation partner delivers the system and hands it to a separate support organisation. The support team receives documentation that was written under deadline pressure, inherits a system they did not design, and responds to incidents in an environment they are learning as they go. This works adequately in normal operating conditions. It fails under pressure — when an incident is complex enough to require architectural context, when a performance problem requires understanding the original design decisions, or when an optimisation opportunity requires knowing why something was built the way it was.
Did Not Build It. The standard managed services model has a structural flaw. The implementation partner delivers the system and hands it to a separate support organisation. The support team receives documentation that was written under deadline pressure, inherits a system they did not design, and responds to incidents in an environment they are learning as they go. This works adequately in normal operating conditions. It fails under pressure — when an incident is complex enough to require architectural context, when a performance problem requires understanding the original design decisions, or when an optimisation opportunity requires knowing why something was built the way it was.
"The most expensive managed services incidents are the ones where the support team has to reverse-engineer the architecture before they can fix the problem."
Symhas does not separate implementation from operations. The architects who designed your Oracle Fusion environment, your cloud infrastructure, or your AI platform are the same people who hold the pager when something goes wrong. That is not a marketing claim — it is a structural commitment that changes the quality of every incident response.
What this structural difference solves:
01
Incidents resolved faster because context is not reconstructed from documentation
The engineer on call knows why the system is configured the way it is — not because they read about it, but because they made the decisions.
02
Optimisation opportunities identified that a generic MSP would not see
Knowing the original architecture means knowing where the performance headroom is, where the technical debt was deferred, and where optimisation will compound.
03
No re-onboarding cost when your environment evolves
When you add a new Oracle module, migrate a workload, or deploy an AI model, the managed services team already knows the environment it is joining.
04
One accountability chain from design through operations
No finger-pointing between the implementation team and the support team. One team. One contract. One person accountable for the outcome end to end.
What We Manage
Every Layer of YourEnterprise Technology Stack. We manage what we build — Oracle ERP, cloud infrastructure, AI platforms, and data environments — under a single SLA, with a single point of accountability.
Oracle ERP Cloud Operations
Oracle Fusion · NetSuite · Oracle Analytics
Full operational management of Oracle Fusion ERP environments — application monitoring, patch management, quarterly Oracle update validation, performance tuning, and user support from L1 through L3. The team managing your ERP built it.
24/7 application monitoring and alerting
Quarterly Oracle patch and update management
Finance close cycle support and optimisation
L1–L3 user support and incident management
New module onboarding and configuration changes
Cloud Infrastructure Operations
OCI · AWS · Azure · GCP
Round-the-clock infrastructure management across all four cloud platforms — capacity management, cost optimisation, security monitoring, patch management, and incident response. FinOps governance built into the monthly cycle.
Infrastructure monitoring and capacity management
Monthly FinOps review and cost optimisation
Security patching and compliance monitoring
Quarterly DR testing and validation
Incident response with 15-minute SLA
AI & Data Platform Operations
ML Models · Data Pipelines · Analytics
Operational management of production AI models and data platforms — model performance monitoring, drift detection, retraining pipeline management, and data pipeline reliability. AI models that are deployed but not monitored degrade silently. We catch it before it matters.
Model performance and accuracy monitoring
Drift detection and retraining pipeline management
Data pipeline reliability and SLA management
Analytics platform uptime and performance
Monthly model accuracy reporting
Security & Compliance Management
SOC 2 · ISO 27001 · HIPAA · GDPR
Continuous security monitoring, vulnerability management, and compliance posture maintenance — so your SOC 2 and ISO 27001 status is maintained continuously, not scrambled for in the weeks before an audit.
Continuous SIEM monitoring and threat response
Vulnerability scanning and patch prioritisation
Compliance posture reporting — SOC 2 / ISO / HIPAA
Identity and access management reviews
Audit preparation and evidence collection
Performance & Optimisation
Continuous improvement · FinOps · Tuning
Managed services is not just keeping the lights on. Every quarter we deliver a formal optimisation review — identifying performance improvements, cost reduction opportunities, and capability enhancements that compound over the engagement lifecycle.
Quarterly performance and cost optimisation review
Database and application performance tuning
Cloud cost governance and rightsizing
Automation opportunity identification
Annual technology roadmap alignment
Service Desk & User Support
L1 · L2 · L3 · Business hours and 24/7
End-user support from L1 (how-to queries and access issues) through L3 (complex technical investigation requiring architectural knowledge). L3 support at Symhas is handled by engineers with implementation experience — not a separate tier escalated to a different team.
L1 service desk — access, how-to, basic issues
L2 application support — configuration and data issues
L3 technical escalation — architectural investigation
ITIL-aligned incident and problem management
Ticketing via ServiceNow or client ITSM platform
Service Tiers
Three Tiers.All Contractual. All Accountable. Every SLA commitment below is contractual — not a target. We publish them because we are confident we can meet them, and because ambiguity in managed services contracts is where disputes start.
Essential
Business Hours Support
Get a Quote
Support hours
8am–6pm local
Critical response
1 hour
High severity response
4 hours
Uptime SLA
99.9%
Application and infrastructure monitoring
Monthly performance and cost report
Patch and update management
L1–L2 user support
Quarterly optimisation review
Most Common
Premium
24/7 Enterprise Support
Get a Quote
Support hours
24 / 7 / 365
Critical acknowledgement
15 minutes
Critical resolution target
2 hours
Uptime SLA
99.95%
Everything in Essential
24/7 global NOC coverage
L1–L3 support including architectural escalation
Named senior engineer accountable for your account
Monthly executive governance meeting
Quarterly DR test and validation
Proactive AI-powered anomaly detection
Enterprise
Dedicated Operations Team
Get a Quote
Support hours
24 / 7 / 365
Critical acknowledgement
10 minutes
Critical resolution target
1 hour
Uptime SLA
99.99%
Everything in Premium
Dedicated team — not shared resource pool
Weekly executive governance cadence
On-site presence available
Bespoke SLA design for specific environments
Custom escalation paths and war-room protocols
Annual technology strategy review
How We Operate
Proactive Operations.
Not Reactive Fire-Fighting. Most managed services organisations wait for an alert before they act. By the time a monitoring alert fires, the problem has already affected production. Symhas operates on a proactive model — AI-powered anomaly detection, continuous trend analysis, and monthly optimisation reviews that catch degradation before it becomes an incident. Every client receives a named senior engineer who owns the relationship — not a ticket queue that rotates between whoever is available. Your engineer knows your environment, your business context, and the history of every change that has been made since go-live.
Not Reactive Fire-Fighting. Most managed services organisations wait for an alert before they act. By the time a monitoring alert fires, the problem has already affected production. Symhas operates on a proactive model — AI-powered anomaly detection, continuous trend analysis, and monthly optimisation reviews that catch degradation before it becomes an incident. Every client receives a named senior engineer who owns the relationship — not a ticket queue that rotates between whoever is available. Your engineer knows your environment, your business context, and the history of every change that has been made since go-live.
AI-powered anomaly detection before alerts fire
Predictive monitoring identifies performance degradation patterns and capacity trends before they breach thresholds — giving us time to intervene before your users notice.
A named senior engineer who owns your account
Not a ticket queue. Not a shared resource pool. One engineer whose name you have, who knows your environment, and who is accountable to you for every SLA commitment.
Monthly governance reporting with real numbers
Uptime actuals vs SLA, incident volume and resolution times, cost optimisation actions taken, and forward-looking risks identified — not a RAG status report that glosses over the detail.
FinOps as a standing agenda item, not an annual exercise
Cloud cost optimisation is reviewed every month. Rightsizing recommendations, reserved instance reviews, and egress cost analysis are delivered on a cadence — not when you ask for them.
Quarterly optimisation reviews that compound over time
Every quarter we deliver a formal review of performance improvements, automation opportunities, and capability enhancements available in the platforms you run. The environments we manage improve continuously, not only when there is a problem.
What You Receive Every Month
Governance That ShowsReal Numbers. Not RAG Status. Every managed services client receives a monthly governance pack and an executive review. Here is exactly what is in it.
Uptime & Availability Report
Actual uptime vs contracted SLA for every managed system — broken down by environment, with root cause notes on any variance. Not a percentage in a dashboard. A number with context.
Incident & Resolution Report
Every incident logged in the month — severity, time to acknowledge, time to resolve, root cause, and action taken to prevent recurrence. Volume trends over the previous six months.
Cloud Cost Optimisation Report
Cloud spend vs the previous month, savings actions taken, rightsizing recommendations implemented, and forward-looking cost risk identified. With the cumulative savings since engagement start.
Forward Risk & Optimisation Plan
What we are watching that could become a problem in the next 30–90 days, what we are doing about it proactively, and what optimisation actions we are planning for the next quarter.
Common Questions
Questions We Get AskedBefore Every Engagement.
Can Symhas manage a system that a different firm implemented?
Yes — with a caveat. We will conduct a 2-week onboarding audit before taking on SLA accountability for any environment we did not build. We need to understand the architecture, document what we find, and identify any risks before we commit to specific SLA terms. The onboarding audit is a fixed-cost engagement and is credited against the first three months of managed services fees if you proceed.
What happens when there is a critical incident at 3am on a Sunday?
Under the Premium and Enterprise tiers, critical incidents are acknowledged within 15 minutes regardless of time or day — from our global NOC spanning Sacramento, Dubai, and Chennai. The engineer who responds is not a first-level analyst reading from a runbook. They are a senior engineer with knowledge of your environment. You will receive an acknowledgement call within 15 minutes and a status update every 30 minutes until the incident is resolved.
How does managed services work alongside our internal IT team?
We work as an extension of your team, not a replacement for it. The operating model is agreed at the start of the engagement — which responsibilities sit with Symhas, which sit with your internal team, and where the handoff points are. Most clients use us for L2/L3 technical support and infrastructure operations while their internal team handles L1 service desk and business process queries. We document the RACI clearly and revisit it quarterly.
What is the minimum contract term?
Our standard managed services contracts are 12 months minimum, with monthly billing. We require 12 months because the value of managed services compounds — the engineer managing your environment at month 12 has context that cannot be replicated in a shorter engagement. We do not offer month-to-month arrangements for operational reasons, but we do offer a structured exit with full documentation and transition support at the end of any term.
Can you manage multi-vendor environments — Oracle alongside AWS and Azure?
Yes. Our most common managed environment spans Oracle Fusion ERP on OCI with analytics workloads on Azure or AWS. We manage across all four platforms under a single SLA and single governance reporting framework — so you receive one monthly report covering the full environment, not three separate reports from three separate teams.
What happens if Symhas misses an SLA?
Our contracts include service credits for SLA breaches — structured as a percentage of the monthly fee proportional to the severity and duration of the breach. We report SLA performance transparently in the monthly governance pack, including any months where we fell short and the credit applied. We have not issued a service credit to a managed services client in the past 18 months — but the mechanism exists and is clearly documented in every contract.
Start the Conversation
Your System Deserves to BeManaged by the People Who Built It. Book a managed services assessment with a Symhas architect. We will review your current environment, map your support requirements against our service tiers, and give you a fixed quote within one week. No obligation, no sales theatre — just a clear picture of what we would manage, at what SLA, for what cost.