When you need 24x7
If work orders, purchasing or field crews depend on Maximo outside office hours, an outage at night is a business outage. 24x7 support makes sure someone qualified is watching and can act.
Define the levels
- L1: user questions and access issues, often handled by your service desk
- L2: functional issues, workflows, escalations, reports and data fixes
- L3: technical issues in the application server, integrations, database and infrastructure
Monitor what fails first
- Application server health and memory
- Integration queues and failed messages
- Cron tasks and escalations
- Database and storage capacity
- Certificates and scheduled jobs
Agree response times by severity
Write down what counts as critical, high, medium and low, and the response and update times for each. Clear definitions prevent arguments in the middle of an incident.
Choose an engagement model
- On-site, offshore or on-call support
- Monthly time-and-materials or hourly support
- Functional support, technical support, or both
Plan the handover
- Architecture and integration documentation
- Access through your approved channels with individual accounts
- Runbooks for common incidents and changes
How Go2ways helps
We provide L2/L3 Maximo support, including 24x7 monitoring and incident management, on site, offshore or on call.