The VP Operations Guide to Managed Infrastructure
Make confident decisions about managed services with this comprehensive guide to SLAs, incident response, team integration, and operational excellence.
Key Questions VP Ops Ask
The critical questions every operations leader needs answered
What uptime guarantees do you provide?
99.5%-99.99% SLA depending on plan tier with financial credits for violations
What are your incident response times?
5-60 min for P1 incidents, 24/7 coverage with escalation protocols
How will this integrate with my existing team?
Seamless integration via Slack/Teams with defined escalation paths and shared runbooks
Who gets paged at 3am?
We do. Our on-call team handles after-hours incidents, not yours
What visibility will I have?
Real-time dashboards, weekly reports, monthly business reviews with SLA metrics
How do you handle escalations?
Tiered escalation with defined thresholds, exec visibility for critical issues
Service Levels by Plan
Compare operational metrics across our service tiers
SLA Guarantees
| Metric | Essential | Professional | Enterprise |
|---|---|---|---|
Uptime Monthly uptime measured across all monitored services | 99.5% | 99.9% | 99.95% |
Response Time (P1) Time to initial response for critical incidents | 60 min | 15 min | 5 min |
Resolution Time (P1) Time to resolution or escalation for critical issues | 4 hours | 2 hours | 1 hour |
Coverage Hours Support and monitoring availability | Business hours | 24/7 | 24/7 + dedicated |
Incident Management
| Metric | Essential | Professional | Enterprise |
|---|---|---|---|
Detection How incidents are identified | Automated monitoring | Proactive + automated | AI-enhanced + proactive |
Communication How you're notified during incidents | Email + ticket | Slack/Teams + phone | Dedicated channel + exec line |
Post-Mortems Documentation and learning | On request | All P1/P2 incidents | All incidents + trend analysis |
War Room Collaborative incident resolution | As needed | P1 incidents | P1 + coordinated response |
Team Integration
| Metric | Essential | Professional | Enterprise |
|---|---|---|---|
Communication Tools Daily communication channels | Email + portal | Slack/Teams integration | Custom integration |
Runbook Access Operational procedure documentation | Shared documentation | Live runbooks | Collaborative runbooks |
Escalation Contacts Who you work with directly | Support team | Named engineers | Dedicated team + exec sponsor |
Knowledge Transfer How knowledge is shared | Documentation | Regular sync meetings | Embedded engineer program |
Day-to-Day Operations
How we integrate with your team on a daily basis
Communication Channels
How we stay in sync with your team
- Dedicated Slack channel or Teams workspace
- Shared email alias for non-urgent requests
- Phone/SMS for critical escalations
- Monthly business review meetings
- Quarterly roadmap planning sessions
Reporting & Visibility
What you'll see and when
- Real-time infrastructure dashboard (24/7 access)
- Daily digest of completed work and alerts
- Weekly ops summary with key metrics
- Monthly SLA report with trend analysis
- Quarterly executive business review
Runbooks & Documentation
Operational knowledge management
- Standardized runbooks for common procedures
- Architecture diagrams and system documentation
- Incident response playbooks
- Change management procedures
- Disaster recovery plans
Team Structure
Who you'll work with
- Named Technical Account Manager (TAM)
- Primary and backup engineers
- Escalation path to senior engineers
- Access to specialty teams (security, compliance)
- Executive sponsor for Enterprise tier
Reducing Your Operational Burden
The tedious, time-consuming work we take off your plate
3am Pages
Your team gets woken up for production issues
Our on-call team handles it, escalates only if needed
Impact: Better sleep, reduced burnout, improved retention
Patch Management
Manual tracking, testing, deployment of security patches
Automated patch management with testing and rollback
Impact: Reduced vulnerability window, consistent patching
Vendor Management
Managing relationships with 10+ infrastructure vendors
Single point of contact, we handle vendor coordination
Impact: Simplified procurement, consolidated billing
Compliance Paperwork
Quarterly evidence gathering, audit preparation
Continuous compliance monitoring, audit-ready reports
Impact: Audit prep from weeks to hours
Capacity Planning
Manual monitoring, reactive scaling decisions
Proactive capacity monitoring with forecasting
Impact: Prevent outages, optimize costs
Documentation
Outdated runbooks, tribal knowledge
Living documentation, automated updates
Impact: Reduced onboarding time, consistent execution
Transition Process
Our proven 8-week onboarding timeline with zero downtime
Week 1-2: Discovery
- Infrastructure audit and documentation
- Identify critical systems and dependencies
- Review current runbooks and procedures
- Meet key team members and stakeholders
- Establish communication channels
Week 3-4: Shadow Period
- Monitor alongside your existing team
- Document undocumented procedures
- Set up monitoring and alerting
- Create initial runbooks
- Conduct joint incident response drills
Week 5-6: Gradual Handoff
- Begin handling non-critical alerts
- Take over routine maintenance windows
- Implement change management process
- Establish escalation protocols
- Joint on-call rotation
Week 7-8: Full Operations
- Assume full operational responsibility
- Independent incident response
- Your team focuses on strategic projects
- Weekly check-ins to fine-tune processes
- First monthly business review
Zero-Downtime Guarantee
Our transition process is designed to introduce zero risk to your operations. We shadow your team before taking on any responsibility, and maintain joint coverage during the handoff period. You maintain full control throughout the entire onboarding.
Built for Operational Excellence
Why operations leaders choose PlatOps
99.9%
Average Uptime
Across all Professional and Enterprise clients
12 min
Avg. Response Time
For P1 incidents on Professional plans
94%
Client Retention
Operations leaders stay with us year after year
Ready to Discuss Your Operations?
Book a 30-minute operations consultation to discuss your specific needs, review our SLAs, and see how we can integrate with your team.
Or email operations@ to send specific questions in advance
Get a Free Security & Infrastructure Assessment
Understand your current security posture, identify critical risks, and get a prioritized roadmap for improvement.
What you'll receive
No commitment required. Assessment takes 48 hours. Report is yours to keep.
Assessment Preview
Areas we evaluate in your free assessment
Security Posture
A-F Rating
Infrastructure
Health Check
Access Controls
Gap Analysis
Vulnerabilities
Risk Score
Sample Report
See what you'll receive