Critical integrations always available, at lower cost
Source: operation managed by Maxxi; cumulative indicators through July 2026.
Integrations supporting critical business processes ran on middleware with no resolution SLA, creating a risk of operational disruption. Maxxi took over 24x7 support with specialized on-call coverage and proactive monitoring. The operation went on to keep an unbroken SLA record, high availability and lower cost, with automation now detecting most incidents before users do.
Critical integrations depended on a provider without a resolution SLA
Integrations connecting business systems ran on an integration platform with no commitment to a resolution timeframe. When something failed, there was no guarantee it would be restored within a defined period.
In a pharmaceutical operation, a stopped integration means a stopped process. This was not a matter of convenience; it was an operational continuity risk.
Reactive support became a proactive, governed operation
Maxxi took over 24×7 support with specialized on-call coverage and turned a reactive model into an operation designed to anticipate failures.
Observability and triggers on the integration platform automatically open service requests before users notice an issue. In one recent month, automation opened 77 of 83 requests.
Resolution time fell from 49 hours to 10.
Hour-by-hour monitoring, including weekends, resulted in zero reactive requests for two consecutive months.
An analysis of the billing model identified R$19,215 per month, 19.3% of the invoice, in idle capacity that could be removed.
SLA consistently met, high availability and lower cost
How can a resolution SLA be secured for critical integrations?
Critical integrations without a resolution SLA, incidents first noticed by users and a risk of disruption.
An unbroken SLA record, high availability and incidents detected by automation before users.
Business impact
The operation achieved a 98.95% SLA over 10 months, always above the 92% target and never breached; 99.65% availability; and a 10.5% reduction in platform cost over two months. It absorbed 51% more volume, from 55 to 83 requests per month, with no increase in team size.
Technical impact
Proactive monitoring began detecting most incidents before users; resolution time fell from 49 hours to 10; and financial governance identified idle capacity for removal.
Support is risk control, not a cost line
A critical integration without a resolution SLA is a silent risk: everything works until the day it does not. Effective support anticipates failure and proves the outcome; it does more than keep someone on call.
The model also draws on Managed Services & BPO.
Published 2026.
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