Ongoing Support & Optimization
Monitoring, fixes and tuning that keep your platforms, pipelines and AI systems performing.
MBE certified (Minority Business Enterprise)
Overview
About Ongoing Support & Optimization
Systems are not finished on launch day. Data changes, usage grows, dependencies update and models drift. Desmata provides continuing support and proactive tuning so what we built, and what you already run, keeps doing its job.
We watch the signals that matter: availability, latency, error rates, data freshness, model accuracy and cost. We fix issues as they appear, and our regular reviews look for improvements before users complain.
Support follows a clear process, with defined severities, an incident log and a named lead. You always know who is responding and what happens next.
Start with a conversation
Tell us what you are working on. A member of the Desmata team will reply by email or phone.
Call us on +1 (214) 407-8089Outcomes
What you get
Problems found before users find them
Monitoring and alerting catch failing jobs, slow pages and stale data early.
AI that stays accurate
Drift checks and scheduled retraining keep models aligned with changing data.
Lower run cost over time
Regular reviews find idle resources, slow queries and noisy alerts that can be removed.
Clear ownership
Every incident, change and improvement has an owner, a record and a status you can see.
Capabilities
What we do, in detail
Monitoring and observability
One view of the health of your systems.
- Metrics, logs and traces with OpenTelemetry
- Service level indicators and objectives
- Alert tuning to cut noise
- Data freshness and pipeline health checks
Incident and problem management
Structured response using ITIL-aligned practice.
- Severity definitions and escalation paths
- On-call rotation and runbooks
- Root cause analysis after significant incidents
- Problem backlog tied to permanent fixes
Performance and cost optimization
Faster systems that cost less to run.
- Query and index tuning
- Cloud right-sizing and storage tiering
- Capacity planning ahead of growth
- Dashboards that show cost by team and service
Model and data operations
Care for analytics and AI in production.
- Model performance and drift monitoring
- Retraining pipelines with version control
- Data quality tests and lineage checks
- Evaluation sets refreshed with new cases
Release and patch management
Safe, regular change.
- Patch and dependency update schedules
- Release calendar with rollback plans
- Security fix prioritization
- Change records for audit and review
Approach
How an engagement runs
Step 1: Onboard and baseline
We document the systems in scope, set severities and contacts, and record current performance as a baseline.
Step 2: Instrument
We add or tune monitoring, alerts and dashboards so issues are visible and routed to the right person.
Step 3: Operate
We handle incidents and requests under the agreed process, and report on volume, response and trends.
Step 4: Review and optimize
On a regular schedule we review performance, cost and accuracy, and propose improvements with their expected effect.
Step 5: Plan ahead
Patches, upgrades and capacity needs are planned ahead of time rather than handled in a rush.
Technologies and standards
What we work with
Tools, platforms, frameworks and standards our teams work with and design for. Standards are context for the work, not certifications held by Desmata.
Observability
- Datadog
- Grafana
- Prometheus
- OpenTelemetry
- Splunk
- Amazon CloudWatch
- Azure Monitor
Service management
- ServiceNow
- Jira Service Management
- PagerDuty
- Opsgenie
Data and ML operations
- Apache Airflow
- dbt
- Great Expectations
- MLflow
Automation
- Terraform
- Ansible
- GitHub Actions
- Argo CD
Engagement models
Ways to work with us
Support retainer
An agreed scope of systems and services, with defined severities and a named lead.
Managed support team
A dedicated group of engineers who handle support and improvement work for your platform.
Quarterly optimization review
A scheduled review of performance, cost and accuracy that ends in a short improvement plan.
Staff augmentation
Support engineers or site reliability engineers added to your operations team.
Technology and talent
Technology and talent together
Support work needs steady, reliable people. We place operations and reliability engineers on contract or permanently, and can rotate in specialists for peaks or after-hours cover.
Roles we can also staff
- Application support engineer
- Site reliability engineer
- DevOps engineer
- MLOps engineer
- Data operations engineer
- Production support analyst
- Cloud operations engineer
- IT service management analyst
- Performance engineer
- Delivery manager
Need the people as well as the plan?
The engineers who design the work and the specialists who join your team come from one firm.
Why Desmata
Why Desmata
Support shaped to your systems
Severities, escalation and reporting are set around your business hours and risk, not a generic plan.
The people who built it, or who can learn it fast
Our engineers carry delivery knowledge into support, and our recruiters can add coverage when needed.
Results you can read
Reports show incident trends, cost and accuracy, tied to the targets we agreed at the start.
Coverage across time zones
Onshore leadership with nearshore or offshore engineers can extend hours of coverage.
Questions
Frequently asked questions
Do you support systems you did not build?
Yes. We begin with an onboarding review of the architecture, code and runbooks, and we set a baseline before taking on incidents. Where documentation is thin, improving it is part of the first phase.
What does support cover for AI systems?
We monitor accuracy, latency, cost and input data quality, and watch for drift. We schedule retraining and refresh evaluation sets as your data and business change.
How are issues prioritized?
We agree severity levels with you at the start, based on business impact. Each level has a defined response path, and we record every incident so trends can be reviewed.
Can we start with a review before committing to a retainer?
Yes. A scoped optimization review looks at performance, reliability and cost, and ends in a short plan. It is a practical way to see how we work before you commit to ongoing support.
Keep your systems performing after launch
Tell us what you run and where it hurts today. We will suggest a support scope, the signals to watch and the people required.
MBE certified (Minority Business Enterprise)