Empower your business for growth with seamless application management

We understand the importance of having a trusted ally who not only knows your business but also supports your journey towards success. That’s why every customer at IMPACT Commerce is assigned a dedicated Service Delivery Manager.

Benefits:  

• ITIL Trained Service Delivery Manager with best practice service-knowledge. 
• Sparring partner for continuous growth and improvement. 
• Insights and experiences from a broad range of customers. 

What we deliver: 

• A well-defined governance structure with recurring touchpoints ensuring transparency, accountability and a clear path for addressing service-related concerns.  
• High resource availability – your Service Delivery Manager is just a call or message away, ready to assist you whenever you need them.  

Is the IT Supplier landscape becoming overwhelming? Do you find yourself spending valuable time coordinating between various suppliers? Let us simplify your IT Supplier management. 

We handle everything necessary to ensure optimal performance and swift incident resolution, so you can focus on what truly matters.  

Benefits: 

• Single Point of Contact for your entire platform. 
• High supplier awareness due to continuous engagement, leading to better collaboration, smoother operations and proactive issue management.  
• Rapid incident resolution thanks to committed best-practice procedures minimising downtime and keeping your operations running smoothly.  

What we deliver: 

• Supplier focused incident management process. 
• Ongoing supplier governance and review meetings to monitor supplier performance and ensure that they live up to their contractual obligations. 
• Support in the supplier selection process. 

In today’s digital landscape, having a robust Search Engine Optimisation (SEO) performance is vital for success. But with businesses dedicating years to building their SEO, even small mistakes can undermine all your hard work.  

Our SEO Monitoring service is designed to continuously track key pages and keywords, guaranteeing optimal SEO performance for your business.  

Benefits:  

• Expert guidance from our team of SEO experts who will guide you through the process of maintaining a strong SEO performance on your site. 
• With our monitoring of your digital assets and your brand’s online visibility, you can be confident that you won’t lose the SEO that can make or break your business 

What we deliver:  

• Ongoing, real-time SEO monitoring ensuring that your key pages and keywords are always performing at their best. We’re on the lookout for any issues that may arise and address them promptly. 
• Periodical performance reviews to analyse your SEO performance, identify areas of improvement and make data-driven decisions to enhance your digital presence.  

With our Incident Management, ranked as our number one most popular service, you get a dedicated team ready to resolve platform issues. Whether your platform experiences downtime or feature malfunctions, our team takes swift action by prioritising, analysing, and resolving the incident to restore your platform to full functionality. 

Benefits:  

• Ensure maximum uptime for your platform. 
• Swift access to experts who specialise in all aspects of your platform.  

What we deliver:  

• 24/7/365 availability for critical incidents. 
• Efficient major incident process to minimise disruption.  
• Rapid response time commitment.  

Problem Management, closely intertwined with Incident Management, is a service designed to conduct in-depth Root Cause Analyses (RCAs) and proactively prevent the recurrence of incidents. It is typically implemented for all major incidents and frequently recurring issues. 

Benefits:  

• Uncover and resolve the core problems responsible for platform incidents.  
• Our experts perform deep dives into your platform, tackling even the most complex issues. 

What we deliver: 

• Root Cause Analyses (RCAs) – comprehensive investigations to identify and understand the root causes of incidents.  
• We maintain a structured database that provides an organised overview of prioritised problems, enabling more efficient management and resolution. 

Service Requests encompass a wide range of tasks that fall outside the realms of incidents, problems or changes. Whether you need a performance analysis for an upcoming board meeting or a one-on-one consultation with an expert, we’ve got you covered. 

Benefits:  

• Expert assistance tailored to your unique needs. 

What we deliver:  

• We cater to your business’s dynamic needs by handling ad hoc service requests as they arise. 
• For more structured requests, we provide pre-agreed service packages with clear deliverables and associated costs, ensuring transparency and efficiency. 

With Cloud Management, we’ll take care of every essential aspect to ensure your cloud infrastructure operates at peak performance. 

Benefits: 

• Put your complex cloud infrastructure in the safe hands of experts. 
• Count on us 24/7 for rapid response in the event of critical incidents.   

What we deliver:  

• Swift resolution of any issues impacting your cloud infrastructure. 
• Continuous monitoring and proactive event management to maintain system health. 
• Expert handling of infrastructure design, deployment, and ongoing maintenance through Infrastructure-as-Code (IAC) practices. 
• Efficient system and network administration to keep your cloud environment running smoothly. 
• Comprehensive security measures and threat protection to safeguard your cloud assets. 
• Effective cost management strategies to optimise your cloud spending and maximise efficiency. 

Site Monitoring is the cornerstone of proactive incident response. We strategically deploy sensors across your platform, especially at critical junctures. These sensors serve as guardians, triggering event management processes that swiftly review and escalate potential breakdowns into incidents when necessary.

Benefits: 

• Enjoy round-the-clock surveillance of your platform, ensuring uninterrupted performance. 
• By monitoring behind the CDN/Edge, we often identify and escalate incidents before they affect your end customers. 

What we deliver:  

• Deploy up/down, workflow and API sensors strategically across your platform for comprehensive coverage. 
• Proactive event management to review, prioritise and expedite responses to emerging events, minimising disruptions. 

During day-to-day operations, it’s easy to become consumed by immediate platform performance concerns. Often, the gradual decline in speed or the subtle performance drops with each new feature release go unnoticed. Our Solution Review service breaks this cycle by offering a holistic assessment of your platform’s performance and conducting in-depth analyses. 

Benefits:  

• Ensure optimal website performance and back it up by data.  
• Thorough examination of mandatory cookie settings to ensure compliance and functionality.  

What we deliver: 

• Performance review based on long-term performance trends to gain a deeper understanding of your platform’s health.  
• Cookie review to ensure that the mandatory settings meet the requirements.  
• Evaluate the security of your platform by reviewing TSL/SSL certificates. 
• Examine the frequency of feature releases and incidents to identify patterns and potential areas for improvement. 

If your annual revenue relies on a brief peak period, it’s crucial to understand how your platform will perform when you need it the most. 

By conducting a Performance Load Test, you can gain valuable insights into your platform’s performance under high loads. This test will reveal which parts of your platform are most likely to fail first, enabling you to reinforce them in preparation for real customer traffic spikes. 

Benefits:  

• Build confidence in your platform’s ability to perform reliably when your revenue depends on it. 
• Identify the most vulnerable components of your platform. 

What we deliver:  

• Planning and execution of a Performance Load Test. 
• Execution of a Stress Test. 
• Comprehensive analysis and reporting of results, along with improvement suggestions. 

Worried about potential threats compromising your platform or stealing valuable customer data? 

In an ever-evolving landscape, where software reaches its end-of-life, new attack vectors emerge, and attack tools become increasingly accessible and advanced, you need dedicated protection for your platform. 

Benefits:  

• Ongoing validation of newly deployed code in your production environment. 
• Assurance that the component packages used in the platform are kept up-to-date. 
• Monthly penetration tests to identify and address common attack vectors. 

What we deliver:  

• Static code analysis integrated into the deployment pipeline. 
• Dependency checks for platform components. 
• External penetration tests. 

In the case that the worst happens, whether it’s a data center burning to the ground, a ransomware attack or an accidental deletion of an Azure resource group, our Disaster Recovery service ensures that backups are in place, tested and ready to be used for a full platform recovery. 

Benefits:  

• Assurance that recovery is always an option 
• Tested procedures  
• Continuous monitoring of the recovery process 

What we deliver:  

• Disaster recovery strategy with agreed Recovery Point Objectives (RPO) and Recovery Time Objectives (RTO). 
• Infrastructure recovery solutions.  
• Application recovery strategies.  
• Data recovery mechanisms.