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Contents

Managed Operations

Overview

With our Managed Operations service, our team supports your platform from the server operating system all the way up the stack to your own application. Your servers will be regularly patched and updated and all critical services monitored 24/7. We can manage anything from small deployments up to large highly available auto-scaling clusters. We identify and backup all critical data and manage offsite backups, to be able to recover from any problems.

At a higher level, our Managed Operations team works as an extension of your in-house development team, providing site reliability engineering to improve performance and reduce downtime.

Managed Operations includes:

  • 24/7 monitoring and response
  • 24/7 on-call engineer emergency contact
  • Architecture and scaling advice
  • Capacity planning for busy periods
  • Inclusive consultancy time each month (with no minimum per ticket)
  • Access to our Managed Ops support system for priority support with escalation options
  • Managed Backups
  • OS patches and updates
  • Response time SLAs

More information

If you have any questions or would like to get a quote please get in touch and we’ll be happy to help.


FAQs

How much does the Managed Operations service cost?

Since each customer and application is different we customise the Managed Operations service around your specific needs. Usually, the first step is to review your existing platform and requirements so that we can provide a custom quotation.

Which technologies are supported by Brightbox Managed Operations?

We have wide experience with open source technologies, including:

  • Kubernetes
  • Docker
  • Ruby/Rails, Python, PHP and Go.
  • MySQL
  • PostgreSQL
  • Elasticsearch
  • Redis
  • Memcache
  • Postfix
  • Prometheus
  • plus many more…

Please get in touch if there’s a specific technology you need managed support for that isn’t listed above.

How will I contact my Managed Operations team?

We’ll set you and your team up on our managed support system where tickets can be created and escalated where necessary. We’ll also provide you with emergency contact details for an oncall engineer for additional peace-of-mind.

Can my team collaborate with Brightbox Managed Operations?

Yes! We manage your platform with Puppet and Terraform and can share access to repositories for these to allow collaboration with your own in-house team where necessary.

Can you setup automated testing / build / deployment?

Yes, we’ll work with you to configure a CI/CD pipeline to suit your current toolset and development setup.

Can I get help with absolutely anything 24/7?

We provide 24/7 emergency support for critical issues affecting production systems. We’re available during UK office hours for more general support and advice.

Will the Brightbox team scale our app when needed?

Typically, we’ll use Kubernetes and configure your platform for autoscaling. For more static deployments, we’ll work with you to increase capacity ahead of time for your forthcoming events (e.g a forthcoming TV advertising campaign, “Black Friday” deals etc).

How are backups handled?

All critical data is backed up according to an agreed backup schedule and stored securely in our Orbit object storage system, which is replicated across multiple servers in multiple data centres. We continually monitor the status of backups and conduct regular restore tests. You can request the restoration of any data you require using the support system.

Will you troubleshoot our application code?

We don’t offer general support for your application code but we can provide expert advice regarding scaling and performance for Ruby, Python, PHP and Go applications.

Will you troubleshoot SQL performance issues?

As with application code, we don’t offer general support for your SQL code but we can offer expert advice on performance improvements. We have in-depth experience with MySQL and PostgreSQL schemas and SQL.

Will Brightbox tune my database?

We continually monitor your database performance and will recommend configuration changes appropriate for your own use cases.

Can I just pay for adhoc operations support when I need it?

Yes, we also offer adhoc “hands on” support and consultancy on a per project basis.

Last updated: 15 Sep 2021 at 15:18 UTC

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