Uptime, performance, and continuity across multi-vendor environments.
CixOcean Support Services go beyond traditional break-fix models—using predictive analytics, automated diagnostics, and real-time telemetry to keep complex estates operating reliably.
- Availability
- 24/7
- SLA attainment
- 98.6%
- Mean response
- 15 min
- Vendors supported
- 20+
Our approach
Predictive support, not break-fix.
Our flexible support framework includes 24/7 assistance, rapid incident response, and strategic advisory for hybrid environments.
A unified Support Services Portal streamlines case management, automates routine tasks, and gives teams visibility into asset lifecycle and performance—enabling faster response and reduced risk.
Support levels
Match cover to how critical the system is.
Levels can be mixed across the estate—critical systems covered harder than the rest.
Standard
Business-hours cover
Systems where a next-day fix is acceptable
- Business-hours case handling
- Portal and email access
- Vendor case coordination
- Monthly case summary
Business Critical
Most adopted24/7 cover with rapid response
Production systems users depend on daily
- Everything in Standard
- 24/7 assistance and incident response
- Predictive alerting from telemetry
- Priority engineer engagement
- Quarterly performance review
Mission Critical
Continuous cover with advisory
Estates where downtime carries direct business cost
- Everything in Business Critical
- Named technical account manager
- Proactive health checks and firmware planning
- Continuity and recovery rehearsals
What we cover
Support built around keeping systems available.
24/7 assistance
Round-the-clock access to engineers who know your environment, across phone, portal, and email.
- Availability
- 24/7
- Mean response
- 15 min
What this includes
- Continuous cover including weekends and holidays
- Engineers briefed on your architecture and history
- Multi-vendor coordination handled on your behalf
- Follow-the-issue handover between shifts
How we onboard
From estate discovery to proactive cover.
Discover the estate
1–2 weeksCapture supported assets, vendors, entitlements, and the systems that carry the most business risk.
Instrument and baseline
2–3 weeksConnect telemetry, set severity definitions, and agree response targets per system and site.
Operate and respond
OngoingRun continuous cover with predictive alerting, coordinated vendor escalation, and case visibility in the portal.
Review and advise
QuarterlyAnalyse incident patterns, plan firmware and lifecycle work, and advise on changes that reduce recurring risk.
Response targets
Severity definitions and what they mean.
Illustrative targets—final SLAs are agreed per support level.
- P1 · Critical15 minProduction outage or data-loss risk
- P2 · High1 hourSevere degradation affecting many users
- P3 · Medium4 hoursComponent fault with service maintained
- P4 · LowNext business dayAdvisory, configuration, and planned work
Included with every support level
- Portal access with full case history
- Asset and entitlement register
- Multi-vendor case coordination
- Post-incident review for major cases
Questions
Common questions before we start.
Yes. Multi-vendor estates are the norm—we hold the case end to end and coordinate with each vendor so your team is not chasing separate support desks.
Keep exploring
Other services.
- Managed ServicesBuilding and operating full internal service delivery is no longer practical for most organizations—especially when rapid scale is required. CixOcean partners with leading MSPs to deliver tailored, high-impact services across the IT ecosystem.
- TrainingEven advanced systems fall short without skilled people to operate and secure them. CixOcean delivers targeted training across Network Design, Cloud Computing, Cybersecurity, and Governance, Risk & Compliance (GRC).
Next step
Scope Support for your environment.
Tell us what you run and where the pressure is—we will come back with a delivery model and service targets that fit.