OPERATE · MANAGED SERVICES
Operate Critical Platforms With Defined Accountability.
Reduce operational burden through agreed monitoring, incident response, health checks, change management and resilience procedures. Bassirah engineers take on the operational responsibilities you define in the contract, from scheduled platform care to coordinated operations for business-critical services.
Contracted managed support options · Defined RACI · Transparent exclusions
WHEN TO ENGAGE
When Managed Services Make Sense
Running data platforms in production takes specialist skills, consistent procedures and people available when things go wrong. Managed services fill the gap where building that capability in-house is slow or costly.
Specialist skills are scarce
Your team runs many systems and cannot dedicate deep expertise to each engine, database or object store.
A platform has moved into production
A new platform is live, and operations need defined procedures, monitoring and escalation from day one.
You run community platforms without vendor support
You want accountable engineering support for open-source platforms where no commercial subscription is in place.
You need operational evidence
Audit, risk or leadership requires documented incident handling, backup verification and recovery testing.
WHAT WE DO
Included Activities
Exact scope, coverage and responsibilities depend on the package and the contract. Typical activities include:
Monitoring and alerting
- Platform health, capacity and performance monitoring integrated with your tooling or ours
- Alert thresholds and routing agreed in the runbook
- Regular review and tuning to reduce alert noise
Backup checks
- Verification that scheduled backups complete as designed
- Periodic restore tests to prove recoverability
- Reporting of backup status and exceptions
Incident and problem management
- Incident triage, diagnosis and restoration within the contracted support window
- Root-cause analysis for significant incidents
- Problem records and preventive actions tracked to closure
Patch and upgrade coordination
- Tracking of relevant releases and security advisories for platforms in scope
- Planned upgrades through your change process
- Rollback plans for every planned change
Disaster recovery exercises
- Scheduled DR drills against agreed scenarios
- Evidence of results and lessons learned
- Updates to runbooks after each exercise
Reporting and service review
- Regular service reports covering incidents, changes, capacity and risks
- Monthly operational review with your platform owner
- Improvement recommendations fed into the backlog
On-call coverage per contract
- On-call arrangements as defined in the service agreement
- Escalation chain to Bassirah senior engineers
- Coordination with commercial vendor support where you hold a subscription
SUPPORT PACKAGES
Four Support Packages, One Accountable Team
Packages are a starting point for scoping. Every agreement is tailored to your platforms, environments and risk profile, and its terms are set out in the contract.
| Package | Proposed included scope | Exclusions / qualification |
|---|---|---|
| Architecture Advisory | Architecture review; design workshop; risk register; technical recommendations | No ongoing incident ownership |
| Platform Care | Scheduled health reviews, monitoring recommendations, upgrade planning and troubleshooting hours | Business-hours coverage; standard response targets apply |
| Enterprise Operations | Continuous or contracted monitoring, incident, problem and change procedures, release planning, backup and restore tests | Extended hours for Severity 1–2; round-the-clock cover only in Mission-Critical Managed Platform |
| Mission-Critical Managed Platform | Agreed high-priority escalation, resilience testing, coordinated operations, service reporting and dedicated governance | No automatic upstream vendor support; no guarantee of zero downtime |
Response targets are published; restoration is not guaranteed.
Standard initial response targets for open-source support packages are published in our open-source support model. Bassirah does not publish restoration times. Support windows, severity definitions and any service credits are confirmed in each service agreement, based on the platforms, environments and staffing in scope. Open-source support does not include upstream vendor support, vendor security fixes, long-term-support releases or vendor escalation unless separately contracted with the vendor.
TRANSPARENT TERMS
What Your Service Agreement Defines
Clear operations start with a clear contract. Before any managed service begins, we agree and document the following with you.
- Coverage and severity: support window and regional coverage; severity definitions with examples; acknowledgment and restoration targets.
- Scope: platforms and versions in scope; excluded community dependencies; how incidents differ from service requests.
- Responsibilities: a RACI covering cloud and infrastructure, network, credentials, databases and commercial vendor tickets.
- Resilience: recovery time and recovery point eligibility and prerequisites; backup ownership; DR drill schedule; planned maintenance and change-freeze rules.
- Governance and security: service credits and limitations; escalation chain; information security, access management and offboarding.
We will walk through each of these during scoping, so there are no surprises after signature.
Want to see a sample service agreement structure?
We will walk you through the fields and how they map to your platforms.
WHAT YOU RECEIVE
Example Deliverables
| Deliverable | What it contains | Who uses it |
|---|---|---|
| Service catalog | The services, platforms and activities included, with request and incident definitions | Platform owners and service desk |
| RACI | Who is responsible, accountable, consulted and informed for each operational activity | Both operations teams and vendor management |
| Agreed SLOs and service terms | The objectives and contractual terms agreed for your service | Platform owners, procurement and risk |
| Escalation paths | Contact chain, severity routing and vendor coordination steps | Operations and incident managers |
| Operational runbooks | Monitoring, backup, restore, upgrade and DR procedures for each platform | Bassirah and your operations teams |
| Monthly operational review | Incident, change, capacity and risk report with improvement recommendations | Platform owners and leadership |
ENGAGEMENT PHASES
How the Engagement Works
- Scope and package selectionAgree platforms, environments, package and the service agreement fields above.
- Onboarding assessmentReview the current platform health, documentation, monitoring and backups. Record risks that must be fixed before service starts.
- TransitionSet up access, monitoring integration, runbooks, escalation paths and the RACI. Run a joint dry-run of incident handling.
- Steady-state operationsDeliver the contracted activities, with regular reporting and monthly operational reviews.
- Continuous improvementFeed incident trends, capacity and optimization findings into an improvement backlog, and review the agreement as your platform changes.
Not sure your platform is ready to hand over?
Start with a platform health check before onboarding.
TECHNOLOGY COVERAGE
Platforms We Operate
| Platform | Support model |
|---|---|
| ClickHouse | Bassirah operations alongside vendor support where you hold a subscription |
| Starburst | Bassirah operations alongside vendor support where you hold a subscription |
| Redis | Bassirah operations alongside vendor support where you hold a subscription |
| Langfuse | Bassirah operations alongside vendor support where you hold a subscription |
| MinIO AIStor | Bassirah operations alongside vendor support where you hold a subscription |
| Platform | Support model |
|---|---|
| Trino OSS | Independent Bassirah operations; no upstream vendor support |
| ClickHouse OSS | Independent Bassirah operations; no upstream vendor support |
| dbt Core & dbt OSS | Independent Bassirah support for supported releases |
| DataHub Core | Independent Bassirah operations; no upstream vendor support |
| PostgreSQL | Independent Bassirah operations; no upstream vendor support |
| MongoDB Community | Independent Bassirah operations; source-available (SSPL) |
| Apache Cassandra | Independent Bassirah operations; no upstream vendor support |
Need vendor-backed support for Trino or ClickHouse? Compare routes: Trino OSS vs Starburst · ClickHouse support routes
Independent open-source support.
Bassirah managed services for community platforms are independent engineering services. They do not imply affiliation with or endorsement by project maintainers, and do not include upstream vendor support, vendor security fixes, long-term-support releases or vendor escalation. Where fixes depend on upstream releases, Bassirah applies available mitigations and plans upgrades with you.
PREREQUISITES
What We Need From You
- A named platform owner and a technical contact for escalations
- Access to environments, monitoring and logs through your approved access process
- Existing documentation, architecture diagrams and known issues
- Clarity on who owns infrastructure, network, credentials and vendor relationships
- Your incident, change and problem management processes, so we can align with them
- Commercial vendor subscription details for partner platforms, where they exist
- Agreement to remediate onboarding risks that would prevent the contracted service
Managed Services FAQ
What response times do you offer?
Standard initial response targets for our open-source support packages are published in our support model. Restoration and resolution have no time target, because fixes can depend on upstream communities or vendors. Your service agreement confirms the targets that apply.
Do you offer round-the-clock support?
Yes, for Severity 1 incidents under the Mission-Critical Managed Platform package. Other packages use business hours or extended hours, as set out in the service agreement.
Does open-source managed support include fixes from the project or vendor?
No. Our open-source support is independent engineering. It does not include upstream vendor support, vendor security fixes or vendor escalation. We apply available mitigations and plan upgrades when upstream fixes are released.
Can you work alongside our existing vendor support?
Yes. For partner platforms where you hold a subscription, the RACI defines who raises and manages vendor tickets, and Bassirah coordinates with vendor channels where your contract allows.
Do you guarantee zero downtime?
No. We design and operate for resilience, test recovery procedures and agree recovery objectives where eligible, but no package guarantees zero downtime.
Can we start small and grow?
Yes. Many clients begin with Platform Care and move to Enterprise Operations or Mission-Critical Managed Platform as platforms become more critical.
Related Solutions
Put Your Critical Platforms in Accountable Hands
Tell us which platforms you run, where they run and what coverage you need. We will propose a package and the terms to agree.