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Managed
Services

24/7 monitoring, maintenance, and support for your entire IT estate, so your team can focus on building, not firefighting.

Overview

We watch. You ship.

Every hour your engineering team spends patching servers, rotating certificates, or chasing down a rogue cron job is an hour they're not building product. Our managed services layer takes the operational burden off your plate. Permanently.

We don't just monitor dashboards and wait for alerts. We proactively tune, patch, secure, and optimise your infrastructure. When incidents happen, we respond against SLA targets measured in minutes, not hours. You get a dedicated operations team without the overhead of hiring one.

99.9%+ Uptime SLA Targets
15min P1 Response Target
24/7 Monitoring Coverage
NOC FEED Operational ILLUSTRATIVE --:--:--
UPTIME 99.97%
ALERTS 3 Active / 847 resolved
TICKETS 12 Open / 2,341 closed
CPU LOAD 34%
NETWORK 1.2 Gbps Throughput nominal
STORAGE 67%
What We Manage

Full-spectrum coverage.

Eight operational domains: all handled, all the time.

PROFEX OPS CONTROL PANEL MODEL MSP-800 ● REV 3.2
24/7 Monitoring Real-time infrastructure surveillance with automated alert escalation and anomaly detection.
Patch Management Scheduled OS, firmware, and application patches with rollback capability and compliance tracking.
Backup & Recovery Automated daily backups, point-in-time recovery, and quarterly disaster recovery drills.
Security Operations Firewall management, intrusion detection, vulnerability scanning, and incident response.
Helpdesk & Support L1–L3 technical support with ticketing, knowledge base, and SLA-driven resolution workflows.
Network Management LAN/WAN optimisation, bandwidth monitoring, DNS management, and VPN administration.
Database Admin Performance tuning, replication monitoring, index optimisation, and capacity planning.
Cloud Management Multi-cloud resource governance, cost optimisation, auto-scaling policies, and compliance auditing.
SLA Tiers

Pick your edition.

Three service levels, from foundational monitoring to full-stack operations.

SECTION A PROFEX MANAGED SERVICES GAZETTE

ESSENTIAL

FOUNDATIONAL monitoring and maintenance for businesses seeking reliable IT oversight without the enterprise price tag.

Response 4 hours (P1) / 8 hours (P2–P4)
Coverage Mon–Fri, 09:00–18:00 HKT
Uptime SLA 99.5%
INCLUDES: Infrastructure monitoring Monthly patching Weekly backups Email support Monthly reports
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MOST POPULAR
SECTION B PROFEX MANAGED SERVICES GAZETTE

PROFESSIONAL

COMPREHENSIVE management for growing organisations that need fast response, proactive maintenance, and dedicated engineering support.

Response 1 hour (P1) / 4 hours (P2–P4)
Coverage 24/7 for P1–P2 / Business hours P3–P4
Uptime SLA 99.9%
INCLUDES EVERYTHING IN ESSENTIAL, PLUS: 24/7 P1/P2 response Bi-weekly patching Daily backups + DR drills Security scanning Phone & chat support Dedicated account manager Weekly reports
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SECTION C PROFEX MANAGED SERVICES GAZETTE

ENTERPRISE

FULL-STACK operations management for mission-critical environments requiring high availability, rapid response, and strategic IT partnership.

Response 15 minutes (P1) / 1 hour (P2–P4)
Coverage 24/7/365, all priorities
Uptime SLA 99.99%
INCLUDES EVERYTHING IN PROFESSIONAL, PLUS: 15-min P1 response Continuous patching Real-time replication SIEM integration Dedicated on-call engineer Quarterly business reviews Capacity planning & forecasting
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Incident Response

From alert to resolved.

An illustrative look at how we triage incidents: every ticket tracked, every minute accounted for, severity-based response targets enforced.

DISPATCH QUEUE — LIVE All systems operational
SEV TICKET DESCRIPTION RESPONSE MTTR STATUS
P1 #INC-4821 Primary database cluster failover triggered. Read replicas unavailable 3 min 47 min RESOLVED
P2 #INC-4819 SSL certificate expiry warning: payment gateway endpoint 8 min 22 min RESOLVED
P3 #INC-4817 Memory utilisation exceeding 85% on staging worker nodes 12 min 1h 15m RESOLVED
P2 #INC-4823 CDN cache invalidation failure — stale assets served on production 5 min 18 min RESOLVED
P4 #INC-4825 Non-critical: log rotation cron skipped on backup node 3 6 min — IN PROGRESS

Let us run your ops.

Get a free infrastructure assessment and custom SLA proposal within 48 hours.

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