Overview
Our Managed Support service delivers remote monitoring, incident management, and SLA-driven operations built on documented runbooks and defensive-only tooling. We focus on stability, observability, and compliance — not intrusion or exploitation.
- Monitoring: 24×7 metric & log coverage with automated alerts and escalation paths.
- Incident Handling: templated runbooks, root-cause analysis, and lessons-learned reports.
- SLAs: contractual uptime, MTTA/MTTR, and evidence reporting.
- Governance: policy alignment, access control, and post-incident reviews.
Policy: Defensive-only; no penetration testing or exploit tooling. Operated under NDA and GDPR/DPA compliance.
Our Expertise
- 📡 Remote Monitoring — metrics, logs, uptime, and synthetic checks via secure collectors.
- ⚙️ Incident Runbooks — step-by-step response templates with escalation matrices.
- 📊 Reporting & SLAs — uptime, MTTR, SLA compliance, and trend dashboards.
- 🧩 Integration — API-based hooks to alerting, ticketing, and messaging systems.
- 🛡️ Security Operations — least-privilege access, change control, audit evidence.
- 🕓 24×7 Coverage — tiered response, on-call calendars, and follow-the-sun support.
What We Do
- Monitor: metrics, logs, and events through unified dashboards and alert thresholds.
- Respond: runbook-based incident handling with defined SLAs for MTTA/MTTR.
- Report: monthly SLA compliance, trend and stability analysis.
- Review: post-incident reviews and improvement actions with governance notes.
Sample KPIs
- Uptime (Tier-A systems): ≥ 99.95%
- Mean Time to Acknowledge (MTTA): ≤ 5 min
- Mean Time to Resolve (MTTR): ≤ 45 min (critical), ≤ 120 min (major)
- Runbook adherence: ≥ 98%
- Post-incident review completion: 100% within 3 business days
Packages
- Essential (Baseline): monitoring, alerting, SLA tracking, monthly reports.
- Enhanced (Operational): incident response with runbooks, on-call rotation, RCA reports.
- Enterprise (Comprehensive): 24×7 coverage, multi-region monitoring, SLA governance & audits.
Method
- Discover: systems, dependencies, and service tiers.
- Define: alert thresholds, runbooks, escalation chains, and SLAs.
- Deploy: monitoring stack, dashboards, alert routing.
- Operate: continuous monitoring, response, and reporting.
- Review: SLA audits, improvements, and governance sessions.
Deliverables
- Monitoring Dashboards: metrics, uptime, performance and anomaly detection.
- Runbook Library: step-wise procedures for incident classes (network, system, app).
- SLA Reports: uptime, MTTA/MTTR, compliance evidence.
- Governance Records: access logs, changes, audit trails.
- RCA Pack: post-incident analysis, corrective actions, follow-up status.
Engagement Models
- Advisory-only. Client teams operate with our runbooks and oversight.
- Co-managed. Shared dashboards, alerts, and response between Nemeris and client teams.
- Fully managed. Nemeris IT operates under SLA contract with agreed RPO/RTO/MTTR.
Compliance & Client Acceptance
- GDPR/DPA-first: data minimization, encrypted telemetry, NDA coverage.
- Sanctions/KYC: client screening under EU/UK/US sanctions lists.
- Off-limits: no offensive tooling, scanning, or data extraction.
- Terms: service scope, SLAs, and liability defined under managed services contract.
FAQ
- Do you provide 24×7 coverage? Yes, under the Enterprise package with follow-the-sun shifts.
- Can we use our own monitoring tools? Yes — we integrate with your stack via APIs or agents.
- What happens during an incident? Defined runbook actions, escalation, RCA and post-mortem report.
- Is it vendor-neutral? Absolutely — no resale, no vendor commission, no conflict of interest.