Problem
A major insurance company within a financial group, with a network of offices across Ukraine, faced the need for long-term and uninterrupted IT infrastructure support. The challenge was compounded by the combination of private and public cloud environments, support of Microsoft and Azure ecosystems, remote workforce management, and the requirement for 24/7 monitoring. For the business, it was critical to maintain SLA commitments, minimize downtime, and ensure service stability for thousands of clients.
Solution
We built a technical support model focused on round-the-clock monitoring and rapid incident response. A ticketing system was implemented to provide transparent request management and SLA control. The main focus areas included private/public cloud operations, network infrastructure, and employee support across Key elements of the solution: 24/7 monitoring of infrastructure and services. Support of Microsoft technologies and Azure. Maintenance of private & public cloud environments. Administration and support of office networks across Ukraine. Setup and support for remote employee workstations. Incident management and SLA-based problem resolution. Scheduled maintenance and regular infrastructure optimization. Close collaboration with the client’s internal team for fast issue resolution
Result
Over more than 5 years of cooperation, the client received a reliable, scalable, and transparent support model that reduced risks, improved service resilience, and ensured predictable IT expenses. Key outcomes: 24/7 monitoring and support with guaranteed SLA. Reduced incident response times. Minimized downtime and improved fault tolerance. Stable operation of private/public cloud and Azure environments. Effective support of remote employees and nationwide offices. Increased transparency and manageability of IT processes. Conclusion: Reliable support enabled the insurance company to focus on business growth and client services without diverting resources to daily IT operations.