Azure Managed Services

If the fault is determined to be in your software rather than a Microsoft Azure infrastructure issue, our expert software engineers will get to work identifying the behaviours in the application that cause the issue. We’ll examine the affected components to identify what needs to be changed to resolve the software issue. Following strict source control, we’ll update the necessary elements of code and test extensively using your development environment. Once we’ve proven we have resolved the issue in your development environment, we’ll release it to your production environment, using the established pipeline and following the appropriate processes. Then we’ll test again and update release notes prior to marking the issue as closed.

Proactive, high-quality, end-to-end support for the Azure infrastructure services and configuration that underpin your application provides a significant saving in cost and time. We’ll work with your 1st line IT Support team to understand what the symptoms are, what the effects are and what investigation they’ve already performed. We’ll then work to replicate the fault so that we can understand where to focus our efforts. Where the issue is related to the Microsoft Azure services that your application utilises, we’ll work to resolve the fault following standard ITIL practices.

Using the cloud native features of Microsoft Azure, we proactively monitor your in-scope Azure infrastructure resources that underpin your applications for performance issues at all times. We’ll also provide a reactive response to alerts received on a 24/7 basis. We’ve developed metrics to catch problems as they occur, or in some cases predict them before they do. This is all done to minimise service interruption and keep your applications performant and accessible by catching problems as or before they occur. Where you have specific application monitoring requirements, we will work with you to deploy appropriate monitoring templates to provide enhanced insight and proactive response capability.

Monitoring the Azure services that your applications are built on helps us resolve Azure issues as they happen, but won’t tell us what’s going on in your application. Application monitoring is bespoke in nature as the characteristics, functionality and inner workings of apps will differ from one to the next. Therefore, we will work to understand exactly how your application is intended to work and configure our real-time monitoring engine to observe for unexpected behaviour and degradation in performance. When we are alerted of an exception, we will resolve issues in line with our service level agreements.