07Operate & Optimise
Managed Services
From on-call to embedded, 24/7.
Data centre management, DCOps, smart hands and incident response, sized to what you need: an engineer on request, or an Optronix crew on your floor around the clock.
01 / DetectAutomatically and within seconds, not by a user reporting it.
01Overview
24/7 operations, without building the team.
We provide 24/7 data centre management, DCOps, smart hands and responsive support, tailored to what each client needs. Take a full managed service or on-demand support for specific tasks, without the overhead of building an in-house operations team.
The team handles everything from monitoring and maintenance to incident response and change management. You get full visibility through transparent reporting, and we work to clear SLAs, so you always know what to expect.
02Service tiers
Five tiers, set by presence and depth.
What separates the tiers is how often someone is physically on your floor and how much of the stack we own. Response time follows from those two.
On-Call
No standing presence. We attend on request, with your runbook and asset register already held and maintained between visits.
- On site
- On request
- Response
- 48 hr / NBD
- Priced on
- Volume
- Installs, moves, adds and changesStandard
- Ticketing portal, managed queue and service reportingStandard
- Goods receipt, shipping and RMA logisticsOption
- Asset register ownership and auditOption
- Photographic evidence on every changeOption
- Round-the-clock infrastructure monitoringOption
- Incident ownership through to closureOption
- OEM and warranty escalation managementOption
- Named service delivery managerOption
- Live DCIM for power, thermal and capacityOption
- On-site spares pool held and managedOption
- Committed availability targetOption
Scheduled
Fixed Optronix attendance days per site, working a managed ticket queue, with reactive cover in between.
- On site
- Set days per week
- Response
- 48 hr
- Priced on
- Volume
- Installs, moves, adds and changesStandard
- Ticketing portal, managed queue and service reportingStandard
- Goods receipt, shipping and RMA logisticsStandard
- Asset register ownership and auditStandard
- Photographic evidence on every changeStandard
- Round-the-clock infrastructure monitoringOption
- Incident ownership through to closureOption
- OEM and warranty escalation managementOption
- Named service delivery managerOption
- Live DCIM for power, thermal and capacityOption
- On-site spares pool held and managedOption
- Committed availability targetOption
Managed
Two or more days a week on site plus round-the-clock monitoring, with Optronix owning the incident through to closure.
- On site
- 2+ days per week
- Response
- 8 hr
- Priced on
- Volume
- Installs, moves, adds and changesStandard
- Ticketing portal, managed queue and service reportingStandard
- Goods receipt, shipping and RMA logisticsStandard
- Asset register ownership and auditStandard
- Photographic evidence on every changeStandard
- Round-the-clock infrastructure monitoringStandard
- Incident ownership through to closureStandard
- OEM and warranty escalation managementStandard
- Named service delivery managerStandard
- Live DCIM for power, thermal and capacityOption
- On-site spares pool held and managedOption
- Committed availability targetOption
Resident
Dedicated Optronix technicians on your floor every day across an extended two-shift pattern, on call overnight.
- On site
- Daily, two shifts
- Response
- 30 min
- Priced on
- Rota, with a minimum term
- Installs, moves, adds and changesStandard
- Ticketing portal, managed queue and service reportingStandard
- Goods receipt, shipping and RMA logisticsStandard
- Asset register ownership and auditStandard
- Photographic evidence on every changeStandard
- Round-the-clock infrastructure monitoringStandard
- Incident ownership through to closureStandard
- OEM and warranty escalation managementStandard
- Named service delivery managerStandard
- Live DCIM for power, thermal and capacityStandard
- On-site spares pool held and managedOption
- Committed availability targetOption
Embedded
A dedicated Optronix crew on site around the clock, with spares held and a committed availability target. We own your DC operations function end to end.
- On site
- 24/7/365
- Response
- 15 min
- Priced on
- Rota, with a minimum term
- Installs, moves, adds and changesStandard
- Ticketing portal, managed queue and service reportingStandard
- Goods receipt, shipping and RMA logisticsStandard
- Asset register ownership and auditStandard
- Photographic evidence on every changeStandard
- Round-the-clock infrastructure monitoringStandard
- Incident ownership through to closureStandard
- OEM and warranty escalation managementStandard
- Named service delivery managerStandard
- Live DCIM for power, thermal and capacityStandard
- On-site spares pool held and managedStandard
- Committed availability targetStandard
Every tier. A P1 is detected, notified and ticketed inside 15 minutes, whichever tier you buy.
Response means hands on. A response time is the clock until someone qualified is at the rack, not the time to fix.
Mix and match. Any capability can be added to any tier, and the mix can differ site by site.
03What’s included
What the service covers.
One portal, one ticket queue and one team, whether we built the floor or inherited it.
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01
Data centre management
Round-the-clock management of your infrastructure: monitoring, maintenance, capacity tracking and environmental management.
- Monitoring
- Capacity tracking
- Environmental management
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02
DCOps services
Operational support including change management, patching, equipment swaps and process improvement inside your data centre.
- Change management
- Patching
- Equipment swaps
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03
Smart hands
On-site technical support for physical tasks: equipment installs, cable patching, troubleshooting, visual checks and escorted access.
- Installs
- Troubleshooting
- Escorted access
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04
Incident response
Defined escalation procedures, committed response times by tier, and experienced engineers ready to diagnose and resolve issues when they arise.
- Escalation paths
- Tiered response
- Post-incident review
Managed Services
Talk to us about your operations.
Tell us about the estate, the cover you need and the service level you’re working to.
04Questions
Questions we’re asked.
How quickly do you respond?
It depends on the tier: 48 hours or next business day on call, down to 15 minutes with an embedded crew. At every tier, a P1 is detected, notified and ticketed inside 15 minutes.
How is it priced?
Tiers 01 to 03 are priced on volume. Tiers 04 and 05 are priced on a rota, because they are staffing commitments rather than task commitments, so they normally carry a minimum term and a mobilisation fee.
Can you work with our existing tools?
Yes. Run our portal standalone, keep what you already have and we operate it, or run both, with two-way ticket sync over API.