Managed Service

Moraph runs the system for you after go-live: administration, monitoring, security operations, changes, and reporting against the agreed service levels, from our follow-the-sun operations teams. It is charged as a recurring fee for a term, and is common for managed platforms such as regulated editions of productivity, identity and service-management software.

Service levels

Support and managed services are measured against the service levels in your agreement and reported in service reviews.

Severity and escalation

Support tickets carry a severity from S1 (critical) to S4, and the escalation contacts and service levels are set out in your agreement.

Handover between regions

Each region hands over to the next with a formal briefing, so no ticket or alert is left without an owner.

Runbooks

Every procedure is written up in runbooks that we keep current, so the quality of support does not depend on which shift is on duty.