Respond
Agreed incident coverage, escalation and service ownership.
Managed services and Guardian
Reduce incidents. Recover faster. Keep services dependable.
Guardian and Midships specialists support the identity journeys and integrations your customers use, with agreed coverage, engineering ownership and continued improvement.
After go-live
What happens after go-live?
Most identity risk appears after the programme team has moved on.
- The delivery team has left, and the knowledge went with it. Incidents take longer to diagnose every month.
- Incidents cross vendor, network and application boundaries. Nobody owns the whole customer journey.
- Upgrades and patches keep slipping. Supported versions and security fixes fall behind.
- Your team is stretched between run and change. New work waits while people firefight.
What changes
Who owns the problem when an identity journey fails?
Diagnose
Investigate identity flows end to end across system boundaries.
Improve
Runbooks, problem management, controlled changes and lifecycle care.
Guardian and L3 support
What we take responsibility for.
Our role is the implemented service; software vendors retain their own product responsibilities.
01
Know the service
Named engineers, monitored journeys, runbooks, agreed coverage and measurable service reporting.
02
Resolve across boundaries
Diagnose configuration, connectors, scripts and integrations, including issues that span identity and customer systems.
03
Improve continuously
Incident trends, problem management, lifecycle changes and peak-event planning within the agreed service scope.
Where support sits
Product support is not end-to-end solution support.
Vendor and hosting layer
Product and platform
Product defects, SaaS infrastructure and vendor-managed patches remain with the relevant provider.
Midships' agreed scope
The implemented solution
Journeys, configuration, connectors, integrations, incident diagnosis and engineering changes as contracted.
How Guardian earns trust
Operations backed by delivery experience.
Independent L3 expertise
Customer identity journeys, connectors, APIs, runbooks, configuration, performance and integration diagnosis across established enterprise IAM estates.
Measured resilience
Our published performance and failover cases show the importance of load testing and operational recovery drills, rather than relying on an uptime claim alone.
Read published engineering evidence ↗Coverage, response times and service levels are set in your Guardian contract.
Common questions
Questions about support coverage.
Does Guardian provide 24×7 support?
Guardian offers contracted 24×7 operating coverage where selected. The scope, service boundaries, escalation arrangements and SLAs are defined per engagement.
What does Midships support in a vendor SaaS product?
Typically the customer-controlled configuration, scripts, journeys, integration and surrounding systems, rather than the vendor-owned infrastructure or SaaS service itself.
Next step
Review your production support model Discuss Guardian and specialist support.
Share the systems you run, the incidents that matter and who owns each service boundary. We will discuss contracted Guardian or specialist support coverage.