Xcelocloud runs the infrastructure so your team can focus on the business.
24x7x365 monitoring, remediation and lifecycle management across network, server, storage, cloud, endpoint and backup, under one team, one platform and one governance model. Co-managed, so you keep visibility and control.
A storage latency alert fires at 2:10am on a Saturday. The internal team would discover it Monday when users complain.
The NOC acknowledges within the 15-minute window, a Level 3 engineer isolates a failing controller path, fails over, opens the vendor RMA and documents the change in XceloHub. Monday’s report shows a resolved P2 with no user impact.
Six components, one accountable owner
How big is the estate?
Scale tier sets the business review cadence and how the NOC is planned around you. Every tier gets the same 15-minute initial response, the same ITIL v4 practices and the same Customer Success Manager.
Choose the operating depth
- 24/7 monitoring and alerting with defined escalation paths
- Custom alert thresholds and portal access
- Resolution handled by your team
- Standard monthly reporting
Service levels and monthly goals
Measured monthly, published in XceloHub by the fifteenth business day, reviewed with you at every business review. Where a target is missed, you see the root cause and the corrective action, with an owner.
| Measure | Target | Goal |
|---|---|---|
| Initial Response Time, P1–P3 | 15 minutes to first engineer response | 95% monthly, financially backed |
| Mean time to restore, P1 / P2 / P3 | Service restored or accepted workaround | 4 h / 8 h / 24 h |
| Change success rate | Changes completed without rollback or incident | 98% or higher |
| Patch compliance (Full Lifecycle) | In-scope components patched within the window | 95% or higher |
| Backup job success | Scheduled jobs completed against policy | 98% or higher |
| Customer satisfaction | Post-incident survey, 1 to 5 | 4.5 or higher |
Every ticket, alert, change and report lives in one place.
XceloHub is the platform Xcelocloud built to run every service it delivers. Managed Infrastructure runs on it alongside every other Xcelocloud service you buy, so the record, the governance model and the SLA are the same whether the work is reactive, always-on, scoped or on site. Integrates with the ITSM you already run.
Talk to an engineer about Managed Infrastructure.
A free advisory session, scoped to your environment and your vendors. Partners: ask about delivering this under your own brand.