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Operational support

Structured support for your users and your applications: requests logged, incidents handled, continuous service.

01Approach

When a user is blocked or a service slows down, the question is not only how to fix it, but how to fix it fast, log it and prevent it from happening again. iones provides a support team that handles your users’ requests and monitors your applications.

Support is organised in tiers. First-line support receives, qualifies and handles routine requests. Second-line support, made up of technical profiles, analyses complex incidents and works with the development teams when a fix is needed.

Everything rests on a shared ticketing tool, documented procedures and a knowledge base enriched with every incident. You follow volumes, response times and recurring causes, and we propose the underlying actions that reduce the number of requests.

Scope of work

First- and second-line support
Incident and request management
Technical monitoring of applications
Application support for users
Remote maintenance and remote interventions
IT estate management

02Expertise

User support

A single point of entry for your internal users or your clients, with handling logged from end to end.

Reception and qualification of requests
Resolution of routine cases
Controlled escalation to level 2

Monitoring and incidents

Continuous monitoring of your applications and infrastructure to detect anomalies before they reach users.

Monitoring of availability and performance
Alerts and intervention procedures
Root-cause analysis and incident report

Operations and estate

Day-to-day management of your environments and equipment: inventory, updates, compliance and remote interventions.

Inventory and tracking of the estate
Updates and compliance of workstations
Secure remote maintenance

03Methods & tools

Support backed by tools from end to end

We work in your tools when you have them, or we set up our own.

Ticketing

Every request is logged, prioritised and measured.

Jira
Redmine
Prioritisation by criticality
Tracking of response times

Monitoring

Detect problems before the user reports them.

Grafana
Alerts
Dashboards
Availability probes

Cloud & virtualisation

Reliable, reproducible environments.

AWS
OVH
Docker
Kubernetes
Portainer
Rancher

Knowledge & communication

Build up knowledge with every incident.

Confluence
Knowledge base
Slack
Periodic report

04Why iones

Support that reduces the number of incidents

Our goal is not to handle ever more tickets, but to make sure there are fewer of them.

Fast handling

Agreed response times according to criticality, and a French-speaking team reachable during your working hours.

Technical skills

Second-line support made up of developers and administrators, in direct contact with our development teams.

Service continuity

Documented procedures, a team working in pairs and a knowledge base: the service does not depend on a single person.

Continuous improvement

Analysis of recurring requests and underlying actions to address their cause, with figures tracked over time.

05Method

Our process for operational support

4 steps

01
Step 01
Takeover
- Inventory of applications and estate
- Gathering existing procedures
- Definition of service levels
- Setting up secure access
02
Step 02
Setup
- Configuration of the ticketing tool
- Deployment of monitoring
- Writing the knowledge base
- Training the team on your context
03
Step 03
Day-to-day support
- Reception and qualification of requests
- Level 1 and level 2 resolution
- Remote maintenance and interventions
- Communication to users
04
Step 04
Steering and progress
- Periodic report and indicators
- Analysis of recurring causes
- Preventive action plan
- Follow-up committee

Start a project

Ready to take action?

Tell us what you need – we will get back to you quickly with a technical assessment and an action plan.

Reply within 48–72 hours
No-obligation conversation
NDA confidentiality

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