A 15-Site Managed Datacentre Service Covering Facilities and IT Infrastructure Under a 4-Hour Break/Fix SLA

Teceze delivers comprehensive managed datacentre services across an IT services and technology consulting organization's global internal estate, operating as a direct-contract specialist delivery partner managing 15+ sites worldwide. The engagement spans 24 months of continuous operations managing 1,000+ critical devices—HVAC systems, access control, CCTV, UPS units, power generators, network devices, and servers—under a 4-hour break/fix SLA while executing approximately 90 planned maintenance events annually (60 quarterly and 30 bi-annual).

About the Client

A global IT services and technology consulting organization operating delivery centres, development facilities, and datacentres worldwide. This engagement covers the organization's own internal datacentre estate. Datacentre availability for an IT services organization is doubly consequential: it supports internal operations and, in many cases, client-facing delivery. The estate combines conventional IT infrastructure with the facilities systems that keep it running—power, cooling, access control—each requiring its own maintenance discipline. The engagement was contracted directly with the organization for its own internal estate, with Teceze appointed as specialist delivery partner with no third-party systems integrator intermediating.

At a glance

Industry
IT Services & Technology Consulting (Global — Internal Estate)
Headquarters
Global operations across 15+ internal datacentres
Products & services
Managed datacentre services, facilities management (HVAC, generators, UPS, access control, CCTV), IT infrastructure management (network devices, servers), break/fix support
Challenge
Facilities and IT under one service, 4-hour break/fix commitment globally, layered maintenance calendar, critical infrastructure exposure

Success highlights

  • 4-hour break/fix SLA sustained consistently across a global 15+ site estate
  • 1,000+ devices maintained across both facilities and IT infrastructure classes
  • Approximately 60 quarterly and 30 bi-annual site maintenance events delivered per year
  • Single-provider accountability for power, cooling, security, and IT infrastructure
  • Two years of continuous global service across the internal datacentre estate
  • Critical infrastructure failures prevented through disciplined preventative maintenance
  • Locally-resourced break/fix capability at every site enabling 4-hour response globally
  • Combined facilities and IT capability eliminating coordination gaps between power/cooling and IT

The challenge

Corporate meeting

Sustaining a 4-Hour Global Break/Fix SLA Across Combined Facilities and IT Infrastructure

The constraint: Doubly consequential availability, facilities/IT interdependence, local capability required at every site

Datacentre availability for an IT services organization is doubly consequential—it supports internal operations and client-facing delivery. The estate combines conventional IT infrastructure with facilities systems that keep it running—power, cooling, access control—each requiring its own maintenance discipline. Managing 15+ sites globally with a 4-hour break/fix SLA requires local capability at every location, not centralized response. Failure of a UPS, generator, or cooling system escalates rapidly into an IT outage, so preventative maintenance quality directly determines availability.

Our approach

Integrated Managed Services Model Combining Facilities and IT Capability, Layered Preventative Maintenance, and Locally-Positioned Break/Fix Response

Teceze implemented a comprehensive managed datacentre services model prioritizing combined facilities and IT expertise, preventative maintenance discipline, and local response capability. The approach combined facilities and IT infrastructure under a single service eliminating coordination gaps between power/cooling and IT delivery, layered preventative maintenance programme generating approximately 90 site maintenance events annually (60 quarterly and 30 bi-annual) across all systems, locally-resourced 4-hour break/fix response capability at each site enabling global SLA compliance, and preventative-first availability strategy designed to prevent critical infrastructure failures rather than relying on fast recovery. This model transformed complex multi-site facilities and IT management into integrated, reliable continuous operations.

From challenge to transformation, the solution included:

Combined Facilities and IT Capability

A single service covers both facilities systems—HVAC, generators, UPS, access control, CCTV—and IT infrastructure, removing the coordination gap that arises when power and cooling sit with one provider and servers with another, enabling holistic system reliability.

Layered Preventative Maintenance Programme

Quarterly and bi-annual maintenance cycles run to a planned global calendar generating approximately 60 quarterly and 30 bi-annual site maintenance events per year, ensuring optimal performance of all critical systems through disciplined preventative care.

Locally-Resourced 4-Hour Response Capability

Break/fix capability is positioned locally at each site rather than centrally, which is what makes a 4-hour response commitment deliverable across a global footprint, protecting business operations from extended outages.

Preventative-First Availability Strategy

The maintenance programme is designed to prevent the critical-infrastructure failures—power loss, cooling failure, security system downtime—that cause outages, rather than relying on fast break/fix response to recover from them.

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 Break/Fix Operations Review Open break/fix tickets, 4-hour SLA status, site escalations
Weekly Site Performance Review SLA attainment by site, preventive maintenance status, facilities/IT health trends
Monthly Governance Call Maintenance calendar compliance, quarterly/bi-annual event tracking, cross-site standardisation
Quarterly Business Review Contract performance, infrastructure investment planning, expansion opportunities
The Results

Proven results at scale

96%SLA Attainment
6,534Servers/Devices Supported
213+Tickets Handled Annually
96%SLA attainment across the 3-year programme
6,534Servers/devices under support across the infrastructure estate
213+Tickets handled annually under SBD and NBD SLA commitments

What the client says

“For an IT services company, our internal datacentre estate is a reference point for customer-facing delivery—customers expect the infrastructure standards we run internally. Teceze manages 1,000+ devices across power, cooling, security, and IT infrastructure with a 4-hour break/fix commitment. That’s not just service delivery—that’s single-provider accountability eliminating the coordination gaps that plague multi-vendor environments. Twenty-four months of continuous operations with their preventative-first approach means we’ve eliminated the infrastructure anxiety.”

– CIO, Global IT Services & Technology Consulting Organization

Delivery partnership

How Teceze Executes on This Engagement

Teceze provides comprehensive managed datacentre services including proactive monitoring of all HVAC, access control, CCTV, UPS, power generation, network devices, and server infrastructure; quarterly maintenance execution across all systems at every site preventing degradation and failure; bi-annual maintenance addressing deeper system inspection and replacement activities; locally-positioned 4-hour break/fix response capability at each site; single-provider accountability for all facilities and IT systems eliminating coordination delays; and continuous global operations management ensuring preventative maintenance never collides with break/fix demand.

Looking ahead

Post-Engagement Value and Ongoing Partnership

The successful delivery of 24 months of continuous managed datacentre operations across 15+ global sites at 4-hour break/fix SLA demonstrates Teceze’s capability to provide integrated facilities and IT infrastructure management at enterprise scale. The combined facilities and IT capability, layered preventative maintenance discipline, and globally-distributed response framework established during this engagement create a reusable operational model for expanded datacentre responsibilities or additional sites. This engagement positions Teceze as a trusted strategic partner for the organization’s ongoing infrastructure reliability and facilities optimization.

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