Hospitals served
in Brazil
Command Center - Experience Operation Center (EOC)
Critical operations require constant attention. We never stop.
The Add Solution Experience Operation Center (EOC) operates 24 hours a day, 7 days a week, monitoring, analyzing, and coordinating responses to events that may affect the availability, performance, and continuity of our clients’ operations.
Specialized professionals, structured processes, and technology work together to transform events into actions and complexity into control.
24x7x365Continuous operations
Structured processesManagement guided by market best practices
Results-orientedSLA, availability and operational continuity
Trust built 24 hours a day.
Our Experience Operation Center (EOC) supports the daily operations of organizations across Brazil and Latin America, from corporate environments to operations where downtime can directly affect essential services for the public.
Healthcare facilities reached
through first-level support for a technology partner's platform used by the public healthcare network
Vehicle dealerships
served
Plants and industrial operations
in the sugar-energy and food sectors
Operational presence
Brazil, Colombia, Chile, Mexico and Argentina
Critical environments. Different businesses. One responsibility: keeping operations running.
Operational accountability
More than monitoring. Understanding, acting and coordinating.
An alert only has value when it triggers the right action.
That is why the operation of the Experience Operation Center (EOC) at Add Solution goes beyond viewing dashboards. Events are identified, correlated, classified, and handled according to operational procedures, criticality, impact, and the service-level agreements established for each environment.
When resolution depends on other teams or providers, our NOC takes operational coordination of the incident, handling notifications, escalations, follow-up, and communication until service is restored.
Monitoring is detecting. Operating is taking responsibility for what happens next.
From event to resolution.
- 01
Monitor
Continuous collection of events, availability data and metrics from monitored environments.
- 02
Detect
Identification of anomalies, outages and relevant alerts.
- 03
Correlate
Event analysis and correlation to reduce noise and understand context.
- 04
Classify
Prioritization based on severity, impact, urgency and operating rules.
- 05
Respond
Execution of first-response procedures, initial diagnosis and previously authorized actions.
- 06
Escalate
Structured engagement of specialists, internal teams, manufacturers, partners or carriers.
- 07
Restore
Follow-up, recovery validation and return of the service to its expected operating condition.
- 08
Improve
Recording, recurring-issue analysis, metrics and learning for continuous improvement.
Governance and best practices
Operations guided by internationally recognized practices.
Operational consistency does not happen by chance.
Add Solution's operating model is guided by internationally recognized service management, governance, security and reliability practices, incorporating ITIL, COBIT and ISO/IEC 20000 concepts, as well as modern Observability and Site Reliability Engineering principles.
These references support monitoring and the management of events, incidents, problems, service levels, escalations, documentation, measurement and continuous improvement.
ITIL
- Monitoring & Event Management
- Incident Management
- Problem Management
- Service Desk
- Service Level Management
COBIT
- Governance
- Control
- Risk management
- Responsibilities
- Performance measurement
ISO/IEC 20000
- Service management
- Standardization
- Quality
- Continuous improvement
SRE / Observability
- Reliability
- Telemetry
- Indicators
- Operational learning
In practice, these references guide how we structure responsibilities, prioritize incidents, document procedures, track service levels and turn recurring issues into continuous improvement. Their principles are applied according to the context and criticality of each operation.
Time matters. So does process.
In critical operations, responding quickly is essential. Responding correctly is even more important.
That is why each client has an operational matrix defined according to their environment, criticality and service agreements.
of SLAs met
according to the service-level agreements of the operations served
operational interactions per month
including events, incidents, tickets, team and provider engagements, and escalations
devices monitored
across centralized and distributed environments
01
Escalation matrix
Owners, specialists, suppliers and management levels engaged in a structured manner.
02
Runbooks and operating procedures
Standardization to provide consistent responses and reduce dependence on individual knowledge.
03
Incident management
Recording and follow-up throughout the operating lifecycle.
04
Communication
Updates and team or provider engagement according to the rules defined for each operation.
05
Indicators and continuous improvement
Metrics used to track performance, quality and recurring issues.
People
People remain our most important technology.
Tools detect events.
Trained professionals understand context, impact and priority.
Our operation combines monitoring and automation platforms with professionals trained to interpret information, execute procedures, make decisions within their responsibilities and coordinate different teams during critical situations.
Continuous training, documentation, operating procedures and knowledge management are all part of building a consistent operation.
Technology expands our capabilities. People turn information into decisions.
From connectivity to business operations.
Each organization defines criticality differently. That is why the Add Solution NOC can assume different responsibilities across the operational chain.
01
Infrastructure monitoring
Servers, operating systems, virtualization, storage, services, network devices and critical components.
02
Network Operations
Availability and performance of LAN, WAN and Wi-Fi networks and connectivity.
03
Telecom Management
Outage identification, ticket opening and interaction with carriers until circuits return to normal.
04
Event & Incident Management
Event handling, incident recording, classification, response and escalation.
05
Application First-Level Support
First-level support for applications and platforms, following previously established procedures and matrices.
06
Infrastructure Escalation
Coordinated engagement of teams responsible for servers, networks, security, cloud, applications and other components.
07
Observability
Integration of metrics, events and operational information to expand visibility into availability and performance.
08
Reporting & Service Management
Indicators, SLA tracking, recurring issues and information for continuous improvement.
One operation. Different critical missions.
01
Healthcare
More than 50 hospitals served in Brazil, in addition to healthcare operations in Colombia, Chile, Mexico and Argentina.
In healthcare, technology availability can directly affect the ability to provide care. Our NOC monitors environments and coordinates responses to keep essential services available.
02
Public healthcare
Through a technology partnership, Add Solution provides first-level operations for the platform used by approximately 6,000 public healthcare facilities.
The NOC receives and triages issues, provides first-level support and performs structured escalation for cases that require specialized support levels.
03
Automotive retail
More than 200 vehicle dealerships rely on our operation to monitor connectivity and engage carriers during outages.
The NOC also participates in the infrastructure incident escalation flow, connecting business units to the teams responsible for resolution.
04
Industry
More than 20 plants and industrial operations in the sugar-energy and food sectors are served.
These are environments where connectivity, infrastructure and technology availability support processes that cannot simply wait until the next business day.
05
Services
Corporate operations with different architectures and availability requirements rely on continuous monitoring, support, notifications and escalations.
Geographic reach
Wherever operations are, our Experience Operation Center (EOC) needs to be present.
The criticality of an operation is not determined by its location.
Our experience includes environments distributed across major urban centers as well as operations in remote regions, where limited connectivity and logistical challenges make technology availability even more demanding.
Brazil
Latin America
5 countriesa connected operationBrazil
Support across different regions and operational contexts.
Latin America
Operations served in Colombia, Chile, Mexico and Argentina.
Remote environments
Experience supporting operations in hard-to-reach regions with challenging connectivity.
From infrastructure in a major city to a hospital ship navigating the Amazon, the principle remains the same: if technology supports an important operation, it must be treated as critical.
Talk to Add SolutionTalk to a specialist
Your critical environment deserves an operation that never stops.
Monitoring is only the beginning.
The true value of an Operation Center lies in its ability to understand an event, respond quickly, coordinate the right people, and remain accountable for the incident until operations are restored.
24x7x365Continuous operations
Results-orientedSLA, performance and continuity
Operational partnerMore than monitoring: accountability for operational continuity
People, processes and technology working together to keep your business running.
FREQUENTLY ASKED QUESTIONS
What should be considered when structuring a Command Center operation?
Scope, criticality, responsibilities, and processes must be clear before operations begin.
01What is the difference between monitoring and operating an environment?
Monitoring identifies signals and events. Operating includes interpreting context, classifying impact, executing procedures, notifying responsible parties, and tracking the incident until service is restored.
02Can the Command Center operate hybrid and distributed environments?
Yes. The model can cover on-premises infrastructure, remote sites, connectivity, data centers, cloud, applications, and vendors, according to the scope and responsibilities defined for each operation.
03How are notifications and escalations defined?
Each environment receives criticality matrices, designated contacts, escalation levels, communication channels, and authorized procedures aligned with the applicable service agreements.
04What information is needed to begin the assessment?
It is important to understand critical services, architecture, current tools, coverage hours, volumes, teams involved, vendors, SLAs, and the main impacts perceived by operations.
FALE COM UM ESPECIALISTA
Vamos conversar sobre Command Center.
Share the context of your environment, the perceived impacts and the results your organization seeks. Add Solution will direct the conversation to the most appropriate experts.
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