The project ends, the service begins.
After go-live, we take on operational responsibility. All our areas of expertise can be delivered as managed services under a single contract and a single service level; when taken together, monitoring, incident management and reporting come together in one place.
Six commitments
Single point of contact
All layers, from database to AI, are brought together under a single contract and a single service manager.
SLA-based commitment
Response and resolution times are defined in the contract; critical incidents are handled by a 24/7 shift team.
Transparent reporting
Monthly service report: incident statistics, capacity trends, risk register and improvement recommendations.
Proactive operations
Through monitoring and automation, problems are detected and resolved before they affect users.
Knowledge transfer
Runbooks, architecture documentation and team training are a natural part of the service; we do not create lock-in.
Continuous improvement
Scope, cost and performance are optimised together in quarterly service review meetings.
Measurable commitment
The values below are example service level targets; the binding values are set in the service contract and compared with measured values in the monthly report.
| Level | Definition and example | Service window | First response | Workaround | Permanent fix |
|---|---|---|---|---|---|
| P1 · Critical | Business-stopping outage: critical database unreachable, main application down | 24/7 | 15 min | 4 hours | 3 business days |
| P2 · High | Serious loss of function: one of the redundant nodes is down, performance is unacceptable | 24/7 monitoring, after-hours on-call | 30 min | 8 hours | 5 business days |
| P3 · Medium | Limited impact: single-user issue, secondary service failure | Business hours 09:00–18:00 | 4 hours | 2 business days | 5 business days |
| P4 · Request | Service request: user creation, permission change, report request | Business hours | 1 business day | — | 10 business days |
Availability target: 99.9% for redundant architectures, 99.5% for single nodes; backup success rate 99.0%. Planned maintenance windows and customer-caused outages are excluded. The first response time is never paused. Workaround and permanent fix times are paused while waiting for a vendor support case, customer approval, system access or a future maintenance window requested by the customer; these waiting times are shown separately in the monthly report. For needs requiring a wider window, an extended service level is defined separately.
Every month, you see what happened on a single page.
The monthly service report covers service level compliance, incidents, changes, backup success rate, capacity trends and our recommendations. The view shown here is an example; the values are illustrative.
- SLA compliance
- 99.96%
- Incidents (P1 / P2 / P3)
- 0 / 2 / 11
- Changes
- 18
- Backup success rate
- 100%
- Capacity increase at quarter end to accommodate tablespace growth
- Version upgrade plan for two application servers
From alert to resolution, every step is defined.
From contract to full takeover: the first 5 weeks
The biggest risk in procuring managed services is an unclear handover process. We split the process into five phases and deliver the output of each phase in writing.
Week 1 · Discovery and inventory.
System inventory, dependency map, critical business processes and known open issues.
Week 2 · Access and monitoring.
Privileged access definitions, installation of monitoring agents, threshold values and the first health report.
Week 3 · Runbooks and escalation.
Writing procedures, escalation matrix, on-call plan and contact list.
Week 4 · Shadow operation.
Working in parallel with the existing team, a restore-from-backup drill, closing gaps.
Week 5 · Full takeover.
Service level comes into effect, first monthly report and improvement roadmap.
Scope and responsibility matrix
The most common source of dispute in managed services is the question “who was supposed to do this?” We write down responsibilities up front. R: runs, S: supports, A: approves.
| Layer | TurnCloudON | Customer | Note |
|---|---|---|---|
| Monitoring and alerting | R | S | Thresholds are set jointly |
| Incident response | R | S | For P1 incidents, the customer joins the crisis bridge |
| Patch and version management | R | A | Application owner approval and a maintenance window are mandatory |
| Backup operations | R | A | RPO/RTO policy approved by the customer |
| Restore decision | S | R | For restores that involve data loss, the decision rests with the customer |
| Change management | R | A | Standard changes are pre-approved |
| Capacity planning | R | A | We recommend, the customer decides on purchasing |
| Security policy | S | R | The customer sets the policy; we handle its technical implementation |
Work not listed in the matrix is not assumed to be in scope; on request, it is planned in person-days.
The building blocks of managed services
Service Desk
A single point of contact: portal, email, phone and remote support; incidents and requests are measured separately.
Solution details →Observability
Separate storage for metrics, logs and traces, one standard: OpenTelemetry; SLOs and error budgets.
Solution details →Infrastructure, Network and Data Centre Management
Operation of the foundation layer, from servers and hypervisors to network devices, from rack layout to cooling.
Solution details →Security Operations and SIEM
24/7 SOC, MDR, MITRE ATT&CK-mapped detection rules and a defined incident response cycle.
Solution details →Enterprise IT Support
Uninterrupted IT operations with service desk, remote support and on-site intervention.
View the service →Expert Staffing
On-site or remote expert resources for IT processes that require specialist skills; defined scope and responsibility.
View the service →Layers that can be brought under managed services
Database Management
24/7 SLA-backed operations for Oracle, Exadata, PostgreSQL, SQL Server and MongoDB.
Middleware
Installation, hardening and version upgrades for WebLogic, IIS, Tomcat and Nginx.
Virtualisation
VMware, Nutanix and OLVM/KVM: the right platform strategy in light of licensing costs.
DevOps
Repeatable delivery with Kubernetes, CI/CD, Infrastructure as Code and GitOps, in your data centre or in the cloud.
Monitoring & ITSM
End-to-end monitoring, noise-free alert design and service management with ServiceNow.
Backup & Disaster Recovery
Immutable backups, Data Guard and disaster recovery with RTO/RPO targets; regular drills.
Cybersecurity
SOC, penetration testing, Law No. 5651 compliance and Kuantum Pi for SMEs.
Cloud Management
Google Cloud and OCI maintenance and support, cloud migration, multi-cloud, landing zones and FinOps.
AI Platform
In-house RAG assistants, AI agents and air-gapped deployment; KVKK-compliant.
A no-commitment start in three steps.
Discovery call
We spend 45 minutes understanding your environment and priorities. Free of charge.
Free initial assessment
After the meeting, a one-page note with initial findings and recommendations; the findings are yours to keep. A full health check and risk report are part of our accelerator packages.
Package or service
Start with an accelerator package or go straight to managed services.