Managed Services
Managed IT & Application Services
Keep business systems supported after go-live. Macrofix helps you structure ongoing application, ERP, cloud and data operations with defined ownership, practical monitoring, controlled changes and service targets matched to your business priorities.
PLAN YOUR SUPPORT
Support That Starts With Business Impact
A failed integration can delay orders. An expired certificate can interrupt access. A dashboard that stops refreshing can leave teams working with yesterday’s numbers. Effective managed services connect technical issues to the business processes and people they affect.
We start by understanding your systems, dependencies and existing support arrangements. Together, we define what is covered, who makes decisions and how work moves from detection to resolution. The result is a support model with a service catalogue, named responsibilities and a prioritised improvement backlog.
Managed Services Across Your Technology Estate
Choose a focused application support engagement or a coordinated operating model across several systems. Coverage is defined around your environment and team: service hours, escalation paths, response targets, maintenance windows and exclusions are documented before transition.
ERP, CRM & Business Application Support
Keep everyday business workflows moving with scoped incident support, configuration assistance, user administration and integration triage. We can coordinate support across your enterprise platforms, separating product defects, configuration issues, data problems and enhancement requests so each reaches the right owner.
For the established service offering, explore our application management services. Odoo customers can review the existing Odoo annual maintenance contract page for that platform’s support scope.
- Business application incidents and user assistance
- Approved configuration and access administration
- Integration triage and vendor escalation
- Recurring-issue reviews and improvement planning
Cloud, Infrastructure & Database Operations
Define the operational work around your cloud workloads, servers, networks and databases. An engagement can include monitoring, capacity reviews, approved patching, backup checks, restoration exercises and cost-visibility reporting. We inventory dependencies and agree access and change controls before taking on responsibilities.
Cloud providers and customers have different responsibilities depending on the services used, as illustrated by the AWS shared responsibility model. Managed support does not remove those boundaries. For architecture and migration projects, see our existing cloud services.
- Infrastructure and database health monitoring
- Approved patching and maintenance coordination
- Backup verification and recovery-test planning
- Capacity, availability and cloud-cost reviews
Data, BI & AI Operations
Keep analytical outputs and automation under active ownership. We can scope refresh monitoring, data-pipeline incident handling, dashboard maintenance, access reviews and model-evaluation checks. The support plan records upstream dependencies and what happens when source data, a connector or an AI model changes.
Operational support is different from building a new solution. Our Data & AI services cover discovery and implementation; managed operations focus on keeping an agreed solution useful, observable and maintainable after release.
- Dashboard refresh and data-pipeline monitoring
- Data-quality triage and access reviews
- AI evaluation and model-change checks
- Documented dependencies and operational runbooks
Service Desk & Vendor Coordination
Give users a clear route to help. We can define ticket intake, impact-based prioritisation, knowledge articles, escalation contacts and status communication. Where an incident belongs with a software or infrastructure vendor, the process identifies who raises the case, tracks dependencies and updates the business. Access requests and sensitive changes remain subject to your approval rules.
Change, Release & Continuous Improvement
Keep operational work and new requests visible in one agreed process. Routine changes can follow approved procedures; higher-risk changes need assessment, testing, a maintenance window and a rollback plan. Service reviews identify recurring incidents, ageing tickets and improvement opportunities. Major upgrades, new integrations and custom development are scoped separately unless explicitly included.
Define the Coverage Before Support Begins
A useful service agreement is specific about the work it includes. We document supported applications and environments, service hours and time zones, incident categories, response targets, escalation routes and planned maintenance. Response time is not the same as restoration time: dependencies, vendor action and business approvals can affect recovery.
Backup frequency, retention and recovery objectives need their own decisions and test evidence. We also identify third-party subscriptions, tooling, infrastructure charges and work outside the agreed allowance. This keeps service reviews grounded in the actual contract.
- Covered applications, environments and dependencies
- Service hours, time zones and escalation contacts
- Incident priorities and agreed response targets
- Maintenance windows and change-approval rules
- Backup, retention and recovery-test responsibilities
- Reporting cadence, exclusions and commercial scope
Security Operations With Clear Accountability
Security-related operations can include identity and access reviews, vulnerability triage, approved patch coordination, log review and incident escalation within a defined scope. We agree authorisation, evidence handling and responsibilities with your security team before starting. Specialist monitoring or response requirements need their own readiness assessment and service design.
The NIST Cybersecurity Framework offers a way to organise risk outcomes across governance, protection, detection, response and recovery. It is not a substitute for your policies, legal advice or an independent compliance assessment. We do not treat a managed-service agreement as a guarantee of compliance or zero incidents.
- Define access, permissions and approval owners
- Prioritise vulnerabilities and approved remediation
- Agree logging, evidence and escalation procedures
- Review risks, exceptions and control ownership
A Controlled Transition Into Managed Support
We begin with an inventory of systems, owners, dependencies, access and open issues. Transition then captures runbooks, monitoring, escalation paths and existing vendor arrangements. A readiness review checks that the support team can observe the environment, follow approved procedures and reach the right decision-makers.
Incident handling benefits from defined roles, documented procedures and a repeatable path from detection to recovery, as outlined in Microsoft’s incident-management guidance. After handover, regular reviews track service performance, risks and actions rather than just ticket volume.
- Discover: inventory systems, owners and open issues
- Design: agree service catalogue and responsibility matrix
- Transition: capture access, runbooks and escalation paths
- Operate: monitor, triage and manage approved changes
- Improve: review service evidence and prioritise actions
Support Across Your Enterprise Platforms
Managed support can be scoped around SAP, Odoo, NetSuite, Salesforce and Zoho, as well as Dynamics 365 and Oracle applications. We confirm versions, hosting arrangements, customisations and support entitlements before agreeing coverage.
For a mixed estate, responsibility matters as much as product knowledge. We map the handoffs between applications, integrations and infrastructure so incidents are not repeatedly passed between teams without an owner.
- ERP finance and operational workflow support
- CRM administration and user-service coordination
- Cross-application integration incident ownership
- Vendor cases, release schedules and support entitlements
- Customisation inventories and documented handovers
Frequently Asked Questions (FAQs)
The scope is agreed around your environment and priorities. It can include application support, user administration, integration triage, cloud and infrastructure operations, data-platform support and defined security processes. The service catalogue lists covered systems, tasks, hours, targets, escalation routes and exclusions so responsibilities are clear.
We can assess an existing environment before proposing support. The review covers versions, customisations, documentation, access, open incidents, vendor entitlements and known risks. A transition plan identifies missing information and the conditions needed for handover. Support starts against an agreed scope rather than an assumption that every inherited component is maintainable.
Coverage hours and response targets are agreed in the service contract after assessing your systems and business needs. Do not assume that a standard engagement includes round-the-clock coverage. Response time, restoration objectives and resolution depend on different factors; the agreement defines priorities, escalation, dependencies and exclusions.
Routine maintenance and approved changes can be included in the service catalogue. Major upgrades, new integrations, migrations and custom development are normally assessed as separate work unless the contract includes them. We document impact, testing, approval, timing and rollback arrangements before changes reach production.
Pricing depends on the systems and environments covered, service hours, ticket and change demand, required skills, monitoring duties and transition effort. After discovery, we propose a scope with clear assumptions, included work and exclusions. Vendor subscriptions, infrastructure charges, specialist tools and larger projects are identified separately where applicable.
Responsibility is shared according to the systems, vendors and contracted tasks. We define who approves access, operates controls, monitors backups, tests recovery and handles incident escalation. Your organisation retains business and policy decisions, and cloud or software vendors retain their own responsibilities. Compliance requirements should be assessed with the relevant qualified advisers; managed support is not a compliance guarantee.
Let’s Build Your Managed Services Plan
Share the systems you run, the support gaps you want to address and the hours your business depends on them. We can help define a practical service scope, transition plan and review process that works alongside your internal team and existing vendors.