Integration Support & Operations
Reliable operations for business-critical interfaces
We monitor, analyse and operate your integration landscape, whatever platforms and systems it connects. We support you proactively with Active Care or step in when incidents occur with On-Demand Support. We’re not just your project partner. We’re here for the long run.
Your integration environment: stable for the long term and ready to grow
An integration platform is not a one-off solution but a central part of your IT infrastructure. Its stability determines whether your business processes run smoothly.
That’s why, after implementation, we offer different models to keep your operations running: from targeted training for your internal team and binding SLA support through to Integration as a Service, where we take over operations completely.
- Smooth transition: HyperCare supports you from the project phase into ongoing operations.
- Stable operations: With Active Care, we monitor your environment and step in before incidents become noticeable.
- Rapid support: With On-Demand Support, we resolve incidents exactly when you need us.
How we safeguard your integration operations
Our support starts wherever you are right now: directly after the go-live of an integration project or with a landscape that’s already up and running.
After go-live
HyperCare
Immediately after your integration environment goes live, our support lead establishes the complete process chain and takes over operational control. This ensures a controlled and structured transition to ongoing operations.
- Support from the project staff who built your environment
- Response times are established and continuously optimised
- Duration: one to two months, depending on the complexity of your integration landscape
In ongoing operations
SLA Support
Following the HyperCare phase, our dedicated support team looks after your ongoing operations: proactively with Active Care or when incidents occur with On-Demand Support. For you, this means a dedicated contact person, clear structures and full transparency.
- Ongoing access to project staff is secured through organisational measures
- In-depth knowledge of your environment is retained
- Agreed response times are binding and set out in the contract
Our SLA levels
Service hours define when our support team is available to you. Response times apply within these hours.
| Plan | Response time | Service hours (CET) |
|---|---|---|
|
BASIC (8×5)
|
8 hours |
Mon. – Fri. 9:00 – 17:00 |
|
STANDARD (8×5) |
4 hours |
Mon. – Fri. 9:00 – 17:00 |
|
EXTENDED (8×5) |
2 hours |
Mon. – Fri. 9:00 – 17:00 |
|
PREMIUM (12×5)
|
2 hours |
Mon. – Fri. 8:00 – 20:00 |
|
CUSTOM (24×7)
|
By agreement
|
Mon. – Sun. 24 hours |
BASIC (8×5)
Response times:
8 hours
Availability:
Mon. – Fri. 9:00 – 5:00
STANDARD (8×5)
Response times:
4 hours
Availability:
Mon. – Fri. 9:00 – 5:00
EXTENDED (8×5)
Response times:
2 hours
Availability:
Mon. – Fri. 9:00 – 5:00
PREMIUM (12×5)
Response times:
2 hours
Availability:
Mon. – Fri. 9:00 – 5:00
CUSTOM (24×7)
Response times:
By arrangement
Availability:
Mon. – Sun. 24 hours
Integration Support & Operations
Our support services
After implementation, we offer two operating models: Active Care, where we proactively look after your integration environment, and On-Demand Support, where your team runs operations itself and we step in when incidents occur.
01
Active Care
We take over the active technical management of your integration environment, including monitoring, maintenance and technical operational support:
- We identify and resolve irregularities in your integration platform before they have a noticeable impact.
- In agreement with you, we take over recurring administrative tasks.
Active Care can also be taken over by your own operations team after successful training.
02
On-Demand
Our qualified support team resolves incidents in ongoing operations. This is typically 3rd-level support.
- A binding response within contractually agreed timeframes.
- Targeted support via remote access or, if required, on site.
Case study
Integration support in practice
How we took over support for an existing integration landscape, from the initial assessment to ongoing operations.
Reference
FAQ: Frequently asked questions about integration support and operations
Which platforms does integration support cover?
That depends on the provider. Our integration support is not tied to any one platform: whether SAP Integration Suite, Azure Integration Services, BizTalk, Lobster, NServiceBus or custom development, we look after the entire integration chain, not just a single platform.
Can DATA Passion take over an existing integration landscape?
Yes, we also take over support for integration landscapes we didn’t build ourselves. Our case study shows what that looks like in practice: for an international trading group, we provide support for a complete integration landscape, from the initial assessment to ongoing operations.
How are incidents handled in integration support?
An incident is reported and logged, and the support team then responds within the response time agreed in the SLA. We usually receive incident reports as tickets and work on them remotely or, if required, on site. We escalate critical or complex cases to our support lead and involve our integration consultants for technically demanding incidents.
Does DATA Passion offer 24/7 integration support?
Yes. With our CUSTOM model, our support team is available around the clock, Monday to Sunday. Response times are agreed individually.
Your next step
Unsure which support model suits you best?
In a free initial consultation, we’ll discuss your current challenges and potential solutions together. We’ll analyse which operating model best suits your situation and develop a plan that grows with you.
Honest, direct, free of charge and without obligation.