Nion delivers comprehensive managed cloud operations services, ensuring customer platforms run securely, reliably, and efficiently in Microsoft Azure and AWS. Our offering includes infrastructure, monitoring, maintenance, backup, and security.

- 24/7/365 automated monitoring of virtual machines, operating systems, and networks - System availability and responsiveness - CPU, memory, and storage utilisation - Service and process status - Redundancy - Backup and Recovery - Multiple Level Security - Maintenance and Patching

Our issue management approach follows ITIL standards, so you get the security of knowing your issue has the right attention. Incident management focuses on troubleshooting to restore application functionality based on business-oriented prioritisation. Our Problem process identifies underlying issues and addresses them to improve application stability.

- Identifying, analysing, and resolving issues within the agreed configuration - Continuous information flow to our clients about the problem, its impact, and corrective actions - Managing recurring or major incidents via Nion’s Problem - Management process, including root cause analysis and solution proposals

Our change management process ensures that updates, enhancements, and releases are introduced smoothly and securely. Every change, whether to infrastructure, applications, or configuration, is assessed for business impact, estimated, implemented, tested, and approved before deployment. Our process minimises disruption while maintaining compliance and traceability through full documentation and rollback planning. With Nion, you get continuous improvement without compromising stability, security, or performance.

Our Support Desk is designed for responsiveness, expertise, and flexibility. We tailor second- and third-line support models to match each client’s operational needs, from office hours to 24/7/365 coverage for mission-critical systems. Our experienced teams handle incidents, service requests, and user assistance with clear communication and defined escalation paths. With multi-location delivery and proactive service monitoring, we ensure high availability and fast resolution. We support multiple communication channels, including case management, email, chat, and phone, so clients can reach us in the way that suits them best. All interactions are documented, allowing you to follow updates, track status, and review history at any time, ensuring full transparency and control.

Our SLAs provide clarity, predictability, and peace of mind. Services are delivered within the agreed timeframes and service hours, with Bronze, Silver, Gold, and Platinum tiers available to meet varying business priorities. Response and resolution targets are defined by incident severity, ensuring that Priority 1 issues always receive immediate attention, even outside standard service hours. Nion’s flexible SLA framework, combined with transparent reporting and performance reviews, ensures accountability and continuous service improvement.