Home / What we do / Managed services

Service area · 01

We don't hand you a team. We hand you a governed, measurable and reversible service.

We run your development, QA, DevOps, support, UX/UI, mobile and data as a service: penalisable SLAs, a single accountable lead, and an orderly handover of knowledge whenever you decide. With our own AI working inside the service.

SLAs you signmeasurable commitments, with penalties and bonuses

A single accountable leadthe Service Manager governs the service and answers for it

Real-time transparencytickets, SLAs and consumption, always in view

Reversible by designan orderly exit in 2–3 months, with no exit fee

What we solve

What we hear from those who have already outsourced their operation.

“Every time someone at the vendor rotates out, the service degrades for three months.”

Turnover is managed, not endured: at least two people per critical area, our own talent pipeline, and ENGRAM, our organisational memory. Knowledge outlives the person.

“The SLAs come out green, but my users are burnt out.”

The “watermelon SLA”: green outside, red inside. That is why we also measure experience — per-ticket satisfaction and quarterly NPS — on top of the contract SLAs.

“They charge per ticket, so they have no interest in tickets going down.”

Here it is the opposite: we eradicate repetitive incidents and, if volume drops, we share the savings. Our incentive is for you to have fewer incidents.

“If one day I want to leave, I am trapped.”

The exit is agreed from day one: 2–3 months of orderly handover with every asset — knowledge, runbooks, automations. You work with us because you want to.

The catalogue

Seven service towers, each with its own commitment.

Each tower is contracted with its own scope, service unit and SLAs — together or separately.

Software development

Corrective and evolutive work on your applications, with a per-priority deadline commitment and documented knowledge: ≥95% resolved on time.

→ b.

QA

Quality gates per release and an automated regression suite that is yours and grows every month. Fewer than 5% of defects reach production.

→ c.

DevOps / SRE

CI/CD, infrastructure as code, observability and on-call, measured with DORA metrics: change-failure rate <15% and recovery <1 h.

→ d.

N1–N2–N3 support

A single point of contact, clear priorities and problem management that eradicates the repetitive. With a 24x7 AI agent on the front line that resolves or escalates with judgement.

→ e.

UX / UI

A design system as a managed asset, continuous research with real users and WCAG 2.2 / EAA accessibility resolved. Experience is measured.

→ f.

Mobile

A fixed release calendar, store management included and guaranteed compatibility with the last two versions of each system: 99.5% crash-free sessions.

→ g.

Data Engineering & Data Science

Pipelines, a data platform and models in production with MLOps/LLMOps: data freshness and quality under SLA, so nothing degrades in silence.

→

The life cycle

Enter well. Operate well. Exit well.

The risk of the transition is ours, not yours — and the exit is agreed from day one.

Transition

Knowledge comes in an orderly way

A diagnosis of real volumes, work in parallel with the outgoing team and a handover on objective criteria. The first months, informational SLAs; afterwards, penalisable ones.

Go-live with no outage

Delivery

A governed service and continuous improvement

Committees at three levels — executive, tactical and operational —, a monthly service report and an improvement plan with initiatives valued in euros.

Penalisable SLAs

Reversibility

The handover, agreed by contract

An orderly exit in 2–3 months with delivery of every asset: knowledge base, runbooks, QA suite and living documentation.

No exit fee

AI, inside the service

The first AI-native managed service.

The traditional managed service competes with pyramids of people; ours brings our own governed technology to work in every process. The N1 Agent resolves on the 24x7 front line; ENGRAM keeps the know-how so it does not leave with turnover; WEAVER governs the agents with permissions and traceability; and Mindden Flow runs process mining on our own service to eradicate bottlenecks with evidence.

See Data & AI →

The rules of the game

A service with clear responsibilities.

This is how you work with Mindden Managed Services. No grey areas, from day one.

A single accountable lead

The Service Manager governs the service and answers for it. You know who you are talking to and about what.

ii.

Everything is measured, in the open

A real-time portal with tickets, SLAs and consumption. The monthly report is a product, not a spreadsheet.

iii.

Symmetrical penalties and bonuses

If we fall short, we pay. If we sustainably exceed the level, it is recognised. It signs better and is fairer.

iv.

AI, governed

Agents with permissions, traceability and an explicit operating limit. Your data does not leave your premises when it should not.