Application Support & Trouble Tickets
SLA-backed support with clear ticket handling, escalation paths, and resolution ownership — so incidents get fixed without your team chasing vendors.
SLA-backedIncident managementTicket handling
IT Managed Services
Managed Application, Cloud & AI Services
Ongoing support and operations for the applications and platforms you already run — SLA-backed incidents, cloud database ops, observability, DevOps and release management, QA, and Power Platform. Azure and Microsoft 365 are core strengths; AWS and other clouds when your estate needs them.
Oxydata is a Microsoft Technology Partner — delivering retainer-based IT managed services for enterprises and SMEs in Malaysia.
Microsoft Technology PartnerAzure · Microsoft 365 strengthsAWS & multi-cloud when neededDevOps · CI/CDPlaywright · DeepEvalOpenTelemetry · Azure MonitorSince 2006
What we manage
Operations First,
Then Build When You Need It
One practice for supporting, observing, releasing, testing, and enhancing your application estate — so your team focuses on the business, not ticket queues and platform drift. Development sits alongside ops when you need new capability, not ahead of it.
Cloud Database Support
Keep production databases healthy — monitoring, performance tuning, backups, and operational support. Deep Azure SQL experience, with other cloud databases supported when your estate requires them.
Azure SQLPerformanceOps
Application & AI Observability
Gain visibility into performance, reliability and cost of modern applications and AI solutions — OpenTelemetry with Azure Monitor and Application Insights first; equivalent stacks on AWS or open-source where your estate needs them.
OpenTelemetryAzure MonitorAI / LLM
DevOps & Release Management
CI/CD pipelines, deployment automation, environment promotion, and release management — so changes ship safely, repeatedly, and with clear ownership.
CI/CDDeployment automationReleases
Application & AI Quality Assurance
Continuous QA for conventional software and AI systems — Playwright Test Agents, Java/API tests and GitHub Actions CI, plus DeepEval, Promptfoo and Ragas for agents, prompts and RAG pipelines.
PlaywrightGitHub ActionsDeepEval / Ragas
Power Platform Development & Enhancement
Build and improve Power Apps, Power Automate, and related solutions on your Microsoft tenant — including SharePoint and Dataverse integrations.
Power AppsPower AutomateSharePoint
AI-Driven Application Development
When you need new builds, we design and ship modern applications with AI-assisted engineering — Cursor and agentic coding workflows, Next.js and cloud APIs, with human review at every critical step.
Cursor · AgentsNext.js · APIsCloud
Microsoft 365 & Tenant Operations
Day-to-day Microsoft 365 and tenant hygiene — identity and access basics, Teams and SharePoint collaboration support, licensing and admin runbooks — so the productivity stack stays reliable alongside your apps.
Microsoft 365IdentityCollaboration
Cloud-fluent
Azure and Microsoft 365 as core strengths — AWS and other platforms when your estate needs them
Predictable costs
Retainer-based support with clear scope — fewer surprise contractor bills
Owned resolution
Tickets, escalations, and database ops handled by a team that knows your stack
Within IT Managed Services
DevOps & Release Management
DevOps strengthens this offering — it is not the whole label. We put CI/CD, deployment automation and release management behind the applications you run, so changes reach production safely and predictably without becoming a one-off fire drill every sprint.
Pipelines, environment promotion, rollback paths and release ownership sit alongside support and observability — so ops and delivery stay connected after go-live.
- CI/CD pipeline design and operation
- Deployment automation
- Environment promotion (dev → staging → prod)
- Release planning and ownership
- Rollback and change safety practices
- GitHub Actions and cloud-native pipelines
- Infrastructure-as-code where it reduces risk
- Handover runbooks for production releases
Within IT Managed Services
Application & AI Quality Assurance
Our AI-driven application testing toolkit combines Playwright Test Agents for web and end-to-end testing, JUnit and Mockito for Java unit testing, REST Assured for API testing, and GitHub Actions for automated CI/CD execution. Cursor assists developers in generating test cases, while Applitools can be introduced for AI-powered visual regression testing.
For AI and agentic applications such as OPAL, we use DeepEval to evaluate accuracy, consistency, hallucination and agent behaviour; Promptfoo for prompt-injection, security and model-regression testing; and Ragas for RAG retrieval quality and faithfulness. Together, these tools provide continuous quality assurance across conventional software, AI models, RAG pipelines and agentic workflows.
- Playwright Test Agents (web & E2E)
- JUnit & Mockito (Java unit tests)
- REST Assured (API testing)
- GitHub Actions CI/CD
- Cursor-assisted test generation
- Applitools visual regression (optional)
- DeepEval — agent & LLM evaluation
- Promptfoo — security & prompt regression
- Ragas — RAG quality & faithfulness
Within IT Managed Services
Application & AI Observability
Gain complete visibility into the performance, reliability and cost of modern applications and AI solutions. Oxydata implements observability using OpenTelemetry and Microsoft cloud monitoring — Azure Monitor and Application Insights — to help organisations identify failures, diagnose performance issues and operate production systems confidently. On AWS or open-source estates we adapt the same OpenTelemetry-first approach to the tooling you already run.
- Application performance monitoring
- Logs, metrics and distributed tracing
- AI-agent and LLM monitoring
- Token usage, latency and cost tracking
- Dashboards and proactive alerts
- Production troubleshooting and optimisation
- Azure Monitor, Application Insights and OpenTelemetry
FAQ
IT managed services FAQ
What does Oxydata IT Managed Services cover?
We deliver ongoing application support and operations first — SLA-backed incident handling, cloud database support, application & AI observability, DevOps and release management, quality assurance, Power Platform enhancement, Microsoft 365 & tenant operations, and AI-driven application development when you need new builds. Azure and Microsoft 365 are core strengths; we also support AWS and other platforms where your estate requires them.
What are your managed services SLAs and support hours?
We offer SLA-backed incident response with defined response and resolution times based on severity. Support coverage and SLA tiers are agreed per client during onboarding. Enterprise clients typically get extended monitoring with defined escalation paths — SME packages are structured around business hours with after-hours critical incident coverage.
Do you support Azure SQL and other cloud databases?
Yes. We provide cloud database support with deep Azure SQL experience — performance tuning, backup and recovery practices, monitoring, and operational runbooks — and extend the same operational discipline to other cloud databases when your estate includes them.
Do you offer DevOps and release management?
Yes. Within IT Managed Services we cover CI/CD pipelines, deployment automation, environment promotion, and release management — so changes move to production safely, repeatedly, and with clear ownership.
Can you build and enhance Power Platform apps?
Yes. We develop and enhance Power Apps, Power Automate flows, and related Power Platform solutions on your Microsoft tenant — including integrations with SharePoint, Dataverse, and Azure services.
Which clouds and platforms do you support?
Azure and Microsoft 365 are core strengths — we are a Microsoft Technology Partner. We also work with AWS and other platforms when your applications, data, or AI workloads already run there. Observability is typically OpenTelemetry with Azure Monitor and Application Insights on Microsoft estates, with equivalent tooling adapted for other clouds as needed.
Do you offer application and AI observability?
Yes. As part of IT Managed Services we implement observability for modern applications and AI solutions — performance monitoring, logs, metrics, distributed tracing, AI-agent and LLM monitoring, plus token usage, latency and cost tracking — primarily with OpenTelemetry and Azure monitoring on Microsoft estates, with dashboards and proactive alerts for production operations.
Do you provide AI-driven application and agent testing?
Yes. Our Application & AI Quality Assurance capability covers Playwright Test Agents for web and end-to-end tests, JUnit and Mockito for Java unit tests, REST Assured for API tests, and GitHub Actions for CI/CD. For AI and agentic apps such as OPAL we use DeepEval, Promptfoo and Ragas for accuracy, security, hallucination and RAG faithfulness — with Cursor assisting test generation and Applitools available for visual regression.
How is managed services work priced?
Managed services are typically priced as a fixed monthly retainer for support and operations, with project-scoped pricing for application or Power Platform development, DevOps setup, and observability implementations. We'll give you a clear estimate after an initial discovery session.
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Need application and cloud support you can rely on?
Tell us about your tickets, cloud databases, DevOps pipelines, Power Platform backlog, or observability needs — we'll propose a practical retainer or delivery plan.