The Challenge
After implementing a powerful Intelligent Data Platform (IDP), our client required ongoing BI Managed Services to ensure smooth operations, timely delivery of business reports, and uninterrupted performance. The goal was to minimize downtime, streamline analytics workflows, and maintain a reliable data infrastructure.
In addition, the client needed round-the-clock production support and maintenance for the IDP to keep critical business insights flowing without delay.
The DataQuartz Solution
DataQuartz stepped in to provide comprehensive production support and managed services tailored to the client’s operational and reporting needs. Key measures included:
- Service Help Desk Setup
Established a ticketing system via Jira to efficiently track and manage issues. - 24/7 Monitoring & Logging
Deployed real-time monitoring tools to ensure continuous system health checks and immediate incident detection. - Defined SLA Framework
Implemented service-level agreements focused on rapid Response Time and Resolution Time to meet business-critical expectations. - Tiered Support Structure
Rolled out a structured L1, L2, and L3 support model to handle incidents based on severity and complexity—ensuring faster issue resolution and smoother escalation workflows.
The Results
- ✅ Reduced IT Infrastructure Costs
By optimizing support resources and automating key processes. - âš¡ Accelerated Analytics Delivery
Business users received timely insights without disruption. - 📊 Single Source of Truth
The IDP became a reliable, centralized data platform for the entire organization.
