Managed Datacentre Services Across 15+ Global Sites at 99% SLA With a 4-Hour Break/Fix Commitment

Teceze delivered comprehensive managed datacentre services as a dedicated operational partner, supporting a global enterprise's datacentre infrastructure across 15+ sites worldwide. The engagement spans 24 months of continuous operations managing 1,000+ critical devices—HVAC systems, access control, CCTV, UPS, power generators, network devices, and servers—while maintaining 99% SLA adherence and a 4-hour break/fix response commitment across all locations.

About the Client

A global enterprise leader operating datacentre infrastructure across more than 15 sites worldwide, each with unique operational requirements and infrastructure complexities. The estate combines conventional IT infrastructure with the facilities systems that keep it running—HVAC, UPS, power generation, access control, and CCTV—meaning uninterrupted operation depends on facilities engineering discipline as much as IT capability. HCLTech, as Systems Integrator, engaged Teceze as subcontractor to deploy a dedicated team of experts managing the datacentre infrastructure end to end.

At a glance

Industry
Global Enterprise — Managed Datacentre Estate (15+ Sites)
Headquarters
Global operations across 15+ international locations
Products & services
Managed datacentre services, UPS/Generator AMC, rack & stack, structured cabling, HVAC systems, access control, CCTV, break/fix support
Challenge
Uninterrupted critical systems, high availability with minimal downtime, preventative discipline at scale, global coordination

Success highlights

  • 99% SLA adherence achieved, ensuring minimal downtime and maximum operational efficiency
  • 1,000+ devices managed across 15+ global sites with consistent performance standards
  • 4-hour break/fix response time maintained across all locations
  • Improved performance of all critical systems through regular maintenance and proactive monitoring
  • Enhanced security through upgraded access control and CCTV systems
  • Quarterly and bi-annual maintenance schedules established and executed consistently
  • More organised, efficient datacentre operations through structured cabling and rack & stack management
  • Continuous monitoring enabled proactive management and swift response to anomalies

The challenge

Corporate meeting

Keeping a Combined IT and Facilities Estate Running Without Interruption

The constraint: IT infrastructure entangled with facilities systems, cascading failure risk, global estate coordination

The estate combines conventional IT infrastructure with facilities systems that keep it running—HVAC, UPS, power generation, access control, and CCTV—meaning uninterrupted operation depends on facilities engineering discipline as much as IT capability. Failure in any facilities system escalates rapidly into an IT outage, creating cascading impact across the global estate.

Our approach

Comprehensive Operational Model Combining Preventative Maintenance, Rapid Response, and Global Standardization

Teceze implemented a structured managed services delivery model prioritizing operational reliability, preventative discipline, and rapid response capability. The approach combined comprehensive quarterly and bi-annual maintenance schedules for all critical systems, a robust 4-hour SLA break/fix strategy, expert teams handling structured cabling and rack & stack organization, continuous monitoring of all HVAC, access control, CCTV, UPS, and power generation systems, and streamlined processes managing services across all 15+ sites under a single operating standard. This model transformed a complex multi-site facilities and IT infrastructure challenge into predictable, reliable continuous operations.

From challenge to transformation, the solution included:

Comprehensive Maintenance Scheduling

Quarterly and bi-annual maintenance schedules were established for all critical systems—HVAC, UPS, power generators, access control, and CCTV—ensuring optimal performance and early detection of potential issues before they became failures impacting operations.

Rapid Break/Fix Response

A robust break/fix strategy with a 4-hour SLA was implemented to address any system failure promptly, minimizing downtime and protecting business continuity across all 15+ sites.

Structured Cabling and Rack & Stack

Expert teams handled the physical organization of network and server equipment, enhancing efficiency, improving airflow and energy consumption, and reducing the risk of technical issues from poor cable management or equipment arrangement.

Advanced Continuous Monitoring

Continuous monitoring systems were deployed for HVAC, access control, CCTV, UPS, and power generators, enabling proactive management and swift response to anomalies before they escalated into critical failures.

Global Coordination and Standardization

Streamlined processes and communication protocols were established to manage services across all 15+ sites efficiently under a single operating standard, reducing complexity and improving response times across regions.

Governance and Reporting Cadence

Operational transparency and stakeholder alignment are critical to program success. A layered governance model keeps facilities and IT system health visible across all 15+ sites:

Cadence Forum Focus
Daily Facilities & IT Operations Review Break/fix tickets, system alerts, critical incident status
Weekly Site Performance Review SLA attainment by site, preventive maintenance status, monitoring alert trends
Monthly Governance Call Maintenance schedule compliance, cross-site standardisation, process updates
Quarterly Business Review Contract performance, infrastructure investment planning, expansion opportunities
The Results

99% SLA Adherence Across 15+ Global Datacentre Sites

99%SLA Adherence
1,000+Devices Managed
4 hoursBreak/Fix Response Time
99%SLA adherence achieved consistently across all 15+ global sites, with zero unplanned outages over 24 months of continuous operation
1,000+Critical devices managed successfully, with regular maintenance and proactive monitoring reducing mean time to repair
4 hoursBreak/fix response time maintained across all locations without exception, alongside enhanced security through upgraded access control and CCTV systems

What the client says

“Teceze’s managed datacentre service has been transformational for our global operations. They manage 1,000+ devices across our 15+ sites with a rigor and responsiveness we didn’t expect possible at this scale. Their 4-hour break/fix response and 99% SLA adherence have eliminated the infrastructure anxiety we used to live with. They’re not just maintaining our datacentres—they’re enabling our business to operate without interruption.”

– VP, Global Infrastructure & Facilities Operations, Global Enterprise

Delivery partnership

How Teceze Executes on This Engagement

Teceze provides comprehensive managed datacentre services including site survey and inventory management, preventative maintenance scheduling (quarterly and bi-annual), 24/7 break/fix support with 4-hour response time commitment, structured cabling and rack & stack expertise, continuous monitoring of all HVAC, access control, CCTV, UPS, and power generation systems, and global coordination across all 15+ sites. The partnership includes regular performance reporting, proactive anomaly detection and resolution, quarterly business reviews with operations leadership, and strategic consultation on datacentre optimization opportunities.

Looking ahead

Post-Engagement Value and Ongoing Partnership

The successful delivery of 24 months of continuous managed datacentre operations across 15+ global sites at 99% SLA demonstrates Teceze’s capability to provide mission-critical facilities and infrastructure management at enterprise scale. The preventative maintenance discipline, rapid response protocols, and global coordination framework established during this engagement create a reusable operational model for expanded datacentre management responsibilities. This engagement positions Teceze as a trusted strategic partner for the organization’s ongoing infrastructure reliability and facilities optimization priorities.

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