SysOps Support

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SERVICES

SysOps Support

Whether you need us overnight, on weekends, or around the clock, MCG’s outsourced SysOps support services deliver exactly the level of assistance you require.

By outsourcing IT infrastructure monitoring and management to MCG, you can focus your resources on high-value projects while ensuring maximum uptime, availability, and performance - all through a cost-effective service model.

Free your technical teams from routine, low-level maintenance tasks and let them focus on high-impact, value-generating projects.

Our 24/7 service desk takes care of the day-to-day monitoring and management, reducing the workload on internal teams by up to 90%.

Examples of areas we can assist with:

Multi-Tier Technical Support

Our tiered support structure allows you to maximize cost efficiency:

Notification Support
We monitor alarms, emails, and calls related to network, security, cloud, and application events, creating incidents and escalating them when needed.

Tier 1 Support
Our first-level team handles initial event correlation, impact assessment, and incident prioritization within SLA timeframes. We resolve 60%–90% of all issues without involving your team.

Advanced (Tier 2 & 3) Support
For complex issues, our advanced team provides in-depth troubleshooting and specialized expertise in application, network, and IT technologies.

Our Key Features

Customized Support Levels
Select from 24/7, overnight, or weekend-only support.
ITIL-Aligned Methodology
Structured processes ensure incidents are addressed efficiently.
Enhanced Notification Support
Event detection, incident creation, and escalation.
Optimized Cost Model
Leverage lower-cost Tier 1 resources while reserving higher-tier support for advanced issues.