Managed Services
Managed services for broadcast facilities: day-one launch engineering, remote infrastructure monitoring, incident response and staff training.
Launching a new facility or channel is the point where a project team hands over to an operations team, and it is often where problems appear. Intraframe's managed services provide the engineering personnel and resources for a controlled Day 1 launch, then continue to look after the technical systems so that the client's own staff can concentrate on content and output.
Support is shaped around what the client wants to own and what it would rather hand over. That can mean Intraframe engineers working alongside a new operations team through launch, shadowing and then stepping back. It can mean remote monitoring of infrastructure, with an escalation route for faults the in-house team cannot resolve. Or it can mean running the technical side of an interim facility while a permanent one is built.
Training and documentation run through all of it. Operators and engineers are trained on each system area, and runbooks are written for routine operations and common faults, so that knowledge stays with the client rather than with one contractor. Scope, hours of cover and escalation arrangements are agreed for each engagement instead of being taken from a fixed package.
Our process
Scope and responsibilities
Together we agree which systems are covered, what the in-house team will own, and how faults are reported and escalated.
Day 1 launch
Engineers are present through launch to resolve technical issues as they arise and to support operators in the live environment.
Shadow support
Intraframe engineers work alongside your team in the first period of operation, then step back as the in-house team takes over day-to-day running.
Monitoring and escalation
Infrastructure is monitored remotely within the agreed scope, and faults escalated to Intraframe are investigated and remediated by its engineers.
Training and runbooks
Operational training and written runbooks keep routine tasks and first-line fault finding in house.
Service review
The service is reviewed with you at agreed intervals, and recurring faults are fed into maintenance or upgrade plans.
Key deliverables
- Day 1 launch engineering and shadow support
- Remote infrastructure monitoring, scoped to the systems covered
- Escalation and incident remediation
- Staff operational training and runbook creation
- Interim facility support during builds and relocations
- Network maintenance and monitoring for production systems
- Documented fault reporting and escalation process
- Periodic service reviews and reports
- Documentation kept up to date as systems change
Managed Services: FAQ
What hours of cover do you provide?
Will our own team still run the facility?
Can you support facilities outside the UK?
Planning a managed services project?
Tell us about the facility, the timescale and what has to stay on air.