ADD SOLUTION
SERVICES & OPERATIONS

Technology needs more than deployment. It needs continuity.

A project can end. Operations continue.

Environments change, incidents happen, applications evolve, users need support and infrastructure needs to stay available while the business keeps running.

Add Solution combines specialists, processes, governance and technology to support, operate and develop enterprise environments—from a one-off need for specialist expertise to ongoing responsibility for critical operations.

Beyond carrying out technical activities, our commitment is to turn knowledge into continuity, predictability and operational capacity.

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CONTINUOUS OPERATIONS
01People
02Processes
03Technology
04Governance
01Visibility
02Action
03Continuity
04Evolution
Implementation delivers technology.Operations turn technology into continuity.
ENGENHARIA APLICADA

Tecnologia entregue precisa continuar produzindo resultado depois do projeto.

A Add Solution conecta especialistas, processos, governança e operação contínua para sustentar ambientes críticos e orientar sua evolução.

Serviços & Operações: ambiente tecnológico crítico operado com engenharia e controle

Arquitetura, execução e operação tratadas como partes da mesma responsabilidade.

BEYOND TECHNOLOGY

The environment may be technological. The responsibility is human.

Infrastructure, applications and services do not stay available simply because they were implemented correctly.

They need oversight from people who can understand events, assess impacts, make decisions, follow procedures and bring in specialists when needed.

This is where technology, processes and experience need to work together.

Our Services & Operations offering is built to complement client teams, take on defined responsibilities and provide technical capacity where and when it is needed.

Tools identify events.People turn context into action.
OPERATIONAL RESPONSIBILITY

When we commit to a deliverable, we also take responsibility for it.

Technology services cannot be reduced to completing a list of tasks. There is an expected outcome.

An incident needs a response. A change needs controlled execution. A project needs to reach production. A ticket needs resolution. The operations team needs to know when to escalate. An environment needs to keep evolving.

That is why we organise delivery around responsibilities, processes, knowledge and outcomes—not just technical effort.

  1. 01PeopleVisibility
  2. 02ProcessesAction
  3. 03TechnologyContinuity
  4. 04GovernanceEvolution
CAPABILITIES

From specialist needs to continuous operations.

Every organisation has a different structure, maturity and needs. Our capabilities can therefore work individually or together to build a service model suited to each operation.

01CONTINUOUS OPERATIONS

Capacity available when operations need it.

Critical operations do not follow office hours.

Events need to be identified, classified, handled and escalated according to clear processes and defined levels of responsibility.

01.01

Command Center

Specialist operations for monitoring, handling, mobilisation, escalation and coordination of events in technology environments and critical services.

Explore our Command Center
01.02

Managed Services

Continuous management of technology components and environments through a combination of specialists, processes, tools and defined responsibilities.

Explore Managed Services
01.03

Service Desk

A structured support function to receive, log, classify, track and route user requests and incidents.

Explore Service Desk
02SPECIALIZED KNOWLEDGE

Specialists for challenges that demand in-depth expertise.

Not every organisation needs in-house specialists in every technology it uses.

Our structure makes specialist technical knowledge available for projects, incidents, changes, troubleshooting, ongoing development and support for internal teams.

02.01

Professional Services

Specialists for needs requiring specific technical knowledge, such as implementation, migration, integration, troubleshooting, upgrades, optimisation and environment development.

Explore Professional Services
02.02

Specialized Technical Support

Technical support for environments that demand deeper expertise, investigation and problem-solving capability.

Explore Specialist Technical Support
02.03

Consulting & Assessment

Technical and strategic assessment of environments to identify risks, opportunities, limitations and paths for development.

Explore Consulting & Assessment
03EXECUTION & TRANSFORMATION

Planning matters. Delivery is essential.

Technology projects involve dependencies, suppliers, infrastructure, configurations, testing, documentation, schedules and risks.

Our delivery capability combines engineering and management to turn architectures and plans into fully operational environments.

03.01

Turn-Key Projects

Integrated responsibility for technology projects, coordinating the stages needed to take a solution from planning to operational delivery.

Explore Turn-Key Projects
03.02

Field Services

On-site delivery capacity for installation, maintenance, replacement, information gathering, validation and other technical activities carried out directly in client environments.

Explore Field Services
04CAPACITY & TALENT

The right expertise, integrated into the right operation.

Used strategically, outsourcing expands the capacity of internal teams without requiring every specialism to be maintained permanently within the organisation.

04.01

IT Outsourcing

Professionals and technical expertise to complement internal technology teams, with technical fit, process integration, oversight and continuity.

Explore IT Outsourcing
PROCESS

An event needs a clear next step before it can be closed.

Efficient operations depend on turning signals and requests into coordinated action. An occurrence may start in a monitoring tool, with a user, in an application, with a carrier or in another component of the environment. From there, process and knowledge determine what happens.

  1. 01

    Detect / Receive

    Automatically identify events or receive requests through defined channels.

  2. 02

    Classify

    Understand nature, criticality, impact and priority.

  3. 03

    Analyse

    Apply knowledge and context to determine the appropriate response.

  4. 04

    Act

    Follow procedures within the defined scope and level of responsibility.

  5. 05

    Escalate

    Bring in specialists, suppliers, carriers or responsible teams when needed.

  6. 06

    Follow up

    Maintain visibility as the occurrence progresses.

  7. 07

    Close

    Validate resolution and record the outcome.

  8. 08

    Learn

    Use history and accumulated knowledge to improve processes and operational capacity.

PROCESSES & GOVERNANCE

Mature operations need to be repeatable, measurable and governed.

Technical knowledge is essential, but consistent operations also depend on processes.

Roles, responsibilities, priorities, escalations, SLAs, records, changes and communication need to be organised so different people can act in coordination.

Our approach uses recognised principles and good practices in technology service management and governance, including references such as ITIL and COBIT where applicable to the operational context.

MEASURABLE COMMITMENT

Agreements need to move from the contract into operations.

An SLA should not exist only as a contractual clause. It needs to guide priorities, response times, escalation, communication and operational follow-up.

Our Command Center continuously tracks these commitments and has historically maintained SLA compliance levels above 90%.

Explore how our Command Center operates
COMMAND CENTER EVIDENCE

Operations grounded in real experience.

Add Solution Command Center indicators covering monitoring, handling, mobilisation and coordination of distributed and critical environments.

0124x7

Continuous operations

02+1.000

Monthly interactions

03+5.000

Monitored devices

04>90%

Historical SLA compliance

OPERATIONAL EXPERIENCE

Experience is what remains after thousands of real situations.

More than 15 years working with enterprise environments have taught Add Solution that two technically similar occurrences can have completely different impacts depending on the business.

A connectivity problem in an office, a hospital facility, a manufacturing business or a distributed operation requires different context, priorities and responses.

This accumulated experience shapes how we design processes, size services, bring in specialists and communicate during critical situations.

BUSINESS FOCUS

Technology needs to support the business—not consume all its attention.

When we take on technology responsibilities alongside our clients, our role is to reduce operational workload and bring specialist expertise where it adds the most value.

Isso permite que equipes internas concentrem energia em prioridades estratégicas enquanto existe uma estrutura dedicada cuidando das responsabilidades confiadas à ADD Solution.

Our work happens in technology. Its value is realized in the customer's operations.
A MODEL THAT ADAPTS

Your team does not have to do everything alone.

Managed services do not have to replace the client's internal team. In many situations, the most efficient model is to complement existing skills.

In other situations, we can take on broader responsibilities. The model should reflect what the organisation actually needs.

FROM IMPLEMENTATION TO OPERATIONS

We build environments we also know how to support.

Our operational capability is strengthened by our knowledge of infrastructure, networks, data centres, cloud, connectivity and continuity.

Learn about Infrastructure & Networks
OPERATIONS & SECURITY

Operations and security share the same reality.

Security events happen in environments that also need to keep operating. Knowledge of infrastructure, identity, access, applications and processes helps integrate these responsibilities more effectively.

Explore Cybersecurity
VISIBILITY TO OPERATE

Before acting, you need visibility.

Metrics, events, logs, telemetry and context help identify behaviour, investigate causes and prioritise actions.

Explore AI & Observability
TECHNOLOGY AS AN ENABLER

Tools expand capacity when integrated into operations.

Monitoring, observability, inventory, management, automation, access, infrastructure and security support different operational responsibilities.

Technology creates value when it provides context, guides actions and integrates with the processes and people supporting the environment.

Explore Technologies & Products
OPERATIONS IN THE BUSINESS CONTEXT

The same incident can have completely different impacts.

Healthcare, manufacturing, retail, automotive, services and distributed operations have different priorities and dependencies.

Our experience across sectors helps align technology operations with each business's reality.

Explore our industry expertise
PERGUNTAS FREQUENTES

Decisões importantes sobre Serviços & Operações

Respostas objetivas para dúvidas técnicas e operacionais que costumam surgir antes de um projeto.

01Como a Add Solution aborda um projeto de Serviços & Operações?

Transição, matriz de responsabilidades, runbooks, indicadores, escalonamento e governança estruturam o início. A solução é dimensionada a partir do contexto do cliente, com responsabilidades e critérios de aceite definidos antes da execução.

02Quais informações precisam ser avaliadas antes da definição da solução?

Serviços, criticidade, responsabilidades, SLAs, equipes, fornecedores, procedimentos, ferramentas e demanda. Esse diagnóstico evita recomendações genéricas e ajuda a priorizar aquilo que efetivamente reduz risco ou melhora a operação.

03A solução pode aproveitar o ambiente tecnológico existente?

O modelo conecta operação do cliente, fabricantes, parceiros, service desk, campo, monitoramento e especialistas. O que deve ser mantido, modernizado, integrado ou substituído é decidido por aderência técnica e valor operacional, não por uma premissa de renovação total.

04Como a Add Solution reduz riscos durante implantação ou mudança?

A execução considera dependências, janelas, validações, comunicação, evidências e rollback quando aplicável. Mudanças críticas são divididas em etapas verificáveis para preservar a continuidade.

05Como o ambiente continua evoluindo após a entrega?

SLAs, recorrências, capacidade, conhecimento e melhoria contínua mantêm o serviço aderente ao negócio. A continuidade pode ser assumida pela equipe do cliente, pela Add Solution ou por um modelo combinado, conforme o escopo contratado.

FALE COM UM ESPECIALISTA

Vamos conversar sobre Services & Operations.

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.

CONTEXTO DA CONVERSAServices & OperationsOrigem e interesse são registrados automaticamente no atendimento.
CONVERSATION CONTEXTYou are contacting Add Solution about Services & Operations.
CONTATO ESPECIALIZADO

Identify a clear next step for your environment.

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