Managed Support Services

Experience how Pragma Edge’s Managed Support Services empower enterprises to achieve continuous uptime, proactive maintenance, and optimized performance across their Maximo Application Suite (MAS) and OpenShift environments.

Our experts will guide you through how we manage, monitor, and maintain your Maximo ecosystem, so your team can focus on innovation while we handle the operations.

Review a recurring Maximo integration incident alongside application and OpenShift operating evidence. Identify the responsible support boundary and define a runbook that includes diagnosis, escalation, authorized recovery and business verification.

Define support coverage across the Maximo applications, integrations and supporting platform components included in the engagement. Document service ownership, severity definitions, escalation routes and permitted access. Review the customer’s maintenance windows and operational calendar so support work aligns with asset-management commitments.

Work through representative incidents such as delayed integration messages, scheduled-job failures, login issues or slow work-order processing. Identify the evidence required to separate application, database, network and platform symptoms. For changes and patches, agree the regression checks and recovery procedure before a production maintenance window.

Prepare deployment and version information, the customization inventory, incident history and existing operating procedures. Establish the initial service baseline and confirm which monitoring, administration, change and after-hours activities are included. A useful handover includes runbooks, escalation ownership and a prioritized list of recurring issues to address.

Document which Maximo applications, interfaces and infrastructure components are covered and which remain with another team. Distinguish incident response from enhancement work and planned changes. Define the access approvals, service hours and escalation responsibilities in the engagement scope rather than assuming they are the same for every environment.

Review repeated failures with their operating evidence and business impact. Separate a temporary recovery from the underlying corrective action, and prioritize changes through the agreed maintenance process. The team should be able to see which issues have an accepted workaround, which need engineering work and who owns the next decision.