Protecting your revenue and reputation 24/7
Why Just After Midnight
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UNDERSTANDING
We know agencies and we know how you work and the platforms you are using (be it Sitecore, Kentico, Umbraco or other leading platforms) so we can pick up support with minimal hassle.
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SEAMLESSLY EXTENDING YOUR TEAM
Just After Midnight act as an extension of your team, meaning less financial outlay, up-skilling, and recruitment for our customers. From joint slack channels to a named team, JAM are truly on your team. We pride ourselves in providing gold standard client servicing.
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THE BEST SLA’S
We offer the best SLAs in the market. We are not just IT people, we understand the business reasons behind the SLA, so that we can act accordingly.
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APPLICATION SUPPORT
Our competitors just host, we have 24-hour application specialists on hand to fix issues should they arise.
We have got you covered
Just After Midnight provides around the clock monitoring and both application and cloud support for websites and web applications. We employ skilled full-stack developers (.NET, PHP and JAVA) who are available to respond and resolve incidents out-of-hours.
Our innovation comes in the specialisation of our service, and the breadth of our experience. Our team has a mix of skills which means we are able to support multiple web applications including Sitecore, Kentico, Drupal, Umbraco, and AEM on a variety of platforms including Amazon Web Services (AWS), Microsoft Azure, and Alibaba Cloud.
Our 24/7 service is offered to brands directly or to agencies who are looking to provide a 24 hour application support service for their clients. If you are an agency, why not join our partner programme to be able to benefit from exclusive partner discounts for your clients.
WHY WE ARE DIFFERENT
In contrast to your average managed cloud provider, Just After Midnight offers unparalleled application support and won’t leave you high and dry, pointing the finger to other suppliers when things go bump in the night.
Not only will we support your cloud infrastructure and interact with your CMS product support, crucially we offer full 24/7 monitoring, incident management and support of your application too.
Get in touch to learn more.
How it works
Our process is simple. Get in touch with us to discuss your needs, agree on what we are supporting and when, then get set up fast.
There are various options to choose from when it comes to our services. Here are a few example packages to give you an idea of options. If you are not quite sure where to start there are 3 variables you can think about to help refine what you want to go for:
– Do you need your application supported 24/7 or just out-of-hours?
– Do you just need incident management or do you also need to have emergency service requests covered?
– What SLA level do you need?
Once we agree on the service, we can get set up. Generally we advise a couple of weeks for this, however if you have a more urgent request, talk to us and we will do our best to make it work.
There are 3 simple knowledge areas to discuss with you and set before we get started:
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Technology - anything from architecture diagrams, CMS overview, 3rd party integrations, cloud and more. We need to know the ins and outs, so we can provide the right support.
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Monitoring and Access - we will need to devise the best monitoring strategy to pick up incidents quickly and you'll need to provide us with access to your platforms so that we can jump in when things don't go as planned.
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Communication - we will identify key people for communication and agree on a process that ensures the right people are notified when it matters. You'll also be given and unique support number and email for reporting incidents.
24/7 Services
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ONBOARDING
We provide a full onboarding process which allows us to get to know the architecture and application and provide immediate break/fix support.
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DEDICATED SUPPORT LINE NUMBER
Clients are offered a dedicated support number. The phone is answered swiftly, all transcripts are logged, and tickets are registered in our cloud-based customer service portal.
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FULL APPLICATION AND INFRASTRUCTURE SUPPORT
We are the only company that provides web support for both application and infrastructure for major web applications. We provide the full gamut of support services from Level 1 Incident Management to full Level 3 complex incident resolution services.
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SUPPORT WHEN YOU NEED IT
From business hours support, to out-of-hours support to full 24/7 managed services we offer the appropriate support packages when you need it.
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SLA OPTIONS
We offer four levels of SLA to choose from, starting at just 15 mins in addition to bespoke enterprise arrangements. We work with clients to define the exact solution for their needs.
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REGULAR STATUS REPORTING
We provide regular status reports, so you have up-to date information on outages and resolutions when you arrive in the office the next business day.
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COMMUNICATION
We use our customised JAM runbooks, to run a series of checks, communicate the issue in the manner agreed with you, begin the activation of the required resource, and set up the emergency connections as specified.
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RUNBOOK
Our runbooks are unique for each client and are used to run a series of checks, communicate issues and follow the right action to resolve any issues.
"JAM's excellent first-line service means no more late-night calls."
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