Zivara ManagedOps
Keep the systems running, and keep improving them
Application support, administration and continuous improvement against published SLAs — with the tickets, the clocks and the reporting visible to you inside BusinessOS rather than hidden in our tooling.
What this covers
Application support
Incidents and service requests against agreed response and resolution targets, measured on your working calendar.
System administration
User administration, access reviews, configuration changes and routine housekeeping.
SLA monitoring
Every clock start, pause and stop recorded, so a breach can be explained rather than merely reported.
Reporting support
Dashboard maintenance, data refresh monitoring and enhancement requests.
Workflow changes
Changes to approval rules and process flows as the business changes, without a new project each time.
Continuous improvement
A quarterly review against a groomed backlog, so the service improves rather than just persists.
How we run it
01
Transition
Knowledge transfer, documentation and tooling setup before we take responsibility for anything.
02
Shadow support
We run alongside the incumbent or your internal team until the handover is genuinely safe.
03
Service start
SLAs live, tickets flowing through BusinessOS, reporting visible to you from day one.
04
Service review
Quarterly review of performance, volumes, root causes and the improvement backlog.
What you should expect
- Published response and resolution targets, measured against your working week.
- A visible queue: you can see status, owner and remaining SLA without asking.
- Root-cause analysis on repeat incidents rather than repeated restarts.
- Included hours tracked against consumption, with no end-of-quarter surprises.
Common questions
- Do the SLA clocks account for weekends and public holidays?
- Yes. Targets are calculated against a working calendar per country — the UAE and KSA working weeks differ, and both are supported. P1 runs 24x7; lower priorities run in business hours.
- What happens when you are waiting on us?
- The resolution clock pauses while a ticket is awaiting your response, and the due time moves out by exactly the paused duration. Every pause and resume is recorded against the ticket.
- Can we see internal notes on our tickets?
- No, and that is deliberate. Internal notes let our engineers reason openly. They are hidden from customer accounts by the database itself, not by the interface.
Start with an assessment
Two half-day sessions, a scored maturity picture, and the three improvements with the clearest return — before anyone talks about scope.