Strengthening Platform Reliability and Service Continuity Through Managed Support Services

About project

Challenges Addressed Through MSP

As the platform scaled, several key operational and support gaps emerged, all of which aligned directly with the capabilities offered through our MSP framework:

Our MSP-Based Approach

We onboarded the client into our Managed Support Services (MSP) program, designed to provide long-term platform stability, structured operational processes, and continuous service excellence.

• 24/7 Support & Major Incident Management (MIM)
  We delivered continuous L2/L3 support coverage with formal MIM protocols for high-severity events. This ensured consistent uptime and rapid response times, even during peak traffic periods

• Service Desk and Operational Process Ownership
  Our MSP team assumed responsibility for day-to-day tasks including on/offboarding personnel, reviewing Git merge/deploy permissions, patch management, and maintaining system access workflows—restoring structure and accountability to platform operations.

• Standardized Maintenance and Upgrades
  We implemented an ongoing upgrade and patch cycle for EKS clusters, OS, and platform add-ons—minimizing technical debt and reducing operational risks tied to outdated infrastructure components.

• Structured Reviews and Continuous Improvement
  In line with our MSP service model, we conducted annual Well-Architected Reviews, Disaster Recovery Simulations, and regular infrastructure vulnerability scans, ensuring the platform remained secure, stable, and optimized.

Business Milestone: First Black Friday Without Service Interruptions

As a direct result of the platform maturity and support provided through our MSP engagement, the client successfully navigated their most critical commercial period—Black Friday—without a single service disruption. This marked a major milestone for the business and demonstrated the impact of consistent support, structured processes, and operational discipline.

Blog

Dmytro Petlichenko

5 min to read

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Outcome & Impact

• Service Level Availability increased to 99.97%, driven by 24/7 monitoring, structured incident response, and proactive support.
• DDoS and operational incident risks were mitigated, reducing business disruption and support overhead.
• Platform operations were stabilized, with full ownership of support processes, user access, patching, and upgrade management.
• Disaster Recovery readiness was validated, giving the client confidence in infrastructure resilience and business continuity.

Summary

By adopting our Managed Support Services (MSP) model, the client transitioned from a reactive, fragmented operational structure to a mature, reliable, and scalable support framework. With continuous platform oversight, proactive maintenance, and structured service delivery processes, the business is now equipped to grow with confidence—while ensuring service continuity and reliability, even during the most demanding commercial periods.