CriticalOps Managed Operations
Hand day-to-day operations to an accountable team.
Our NOC, SOC and service-desk teams — up to 24/7 where ordered — operate your estate on PrecisionDCOS under a defined operating contract, with explicit authority, per-severity response clocks and evidence for every action.
Operations as an accountable service
CriticalOps runs the operating layer so your team can focus on the mission — with closure proven, not assumed.
Detect
monitored signal
Triage
NOC / SOC
Coordinate
vendors + change
Act
remote / field
Verify
confirmed closure
Report
linked evidence
Response clocks
Response is not a single number. Each phase is a distinct, separately reported target set per severity within your ordered coverage.
- Acknowledge
- Time to a human owning the signal after it is raised.
- Engage
- Time to the right skilled responder actively working the event.
- Notify
- Time to the agreed customer/stakeholder notification for the severity.
- Dispatch
- Time to a field resource being tasked and en route, where field work applies.
- Update
- Cadence of status updates while the event remains open.
- Restore
- Target time to restore service or reach a defined safe/stable state.
- RCA
- Time to deliver the root-cause analysis and corrective actions after closure.
Coverage is what you order
These clocks apply within the coverage hours you order — from business-hours through extended and full 24/7 follow-the-sun. Targets and severities are agreed per engagement, not assumed.
Field coverage models
Physical work follows an explicit coverage model with named exclusions — so it is always clear what is performed under the contract and what is coordinated with qualified parties.
- Remote-only
- NOC/SOC operate remotely; all physical work is customer or third-party performed.
- On-call dispatch
- Field engineers dispatched on incident within an agreed regional response window.
- Scheduled on-site
- Planned resident or recurring visits for maintenance, changes and inspections.
- Resident staffing
- Dedicated on-site personnel for high-criticality sites under a defined roster.
Explicit exclusions
- Licensed electrical, mechanical or high-voltage work reserved to qualified/licensed trades
- Vendor-warranty actions that must be performed by the OEM to preserve coverage
- Life-safety, fire and protective-system interventions reserved to certified specialists
- Any action outside the declared authority tier and engineered command boundaries
Service catalog
A modular catalog of operating functions. Engagements are composed from what your estate actually needs.
Operating lifecycle
The full lifecycle we manage — from incident and change to spares, readiness and governance cadence.
Evidence and governance
Every managed action produces linked, exportable evidence and feeds a recurring governance cadence with your team.
Verified closure, not just activity
CriticalOps closes incidents against verified conditions and links the evidence — telemetry, actions, approvals and outcomes — to each record. Service reporting and governance reviews keep the operating contract accountable and continuously improving.
Frequently asked questions
Coverage, authority, SLA clocks and field-work boundaries.
- Is coverage always 24/7?
- No. 24/7 NOC/SOC coverage is available and common for critical sites, but coverage hours are set by the ordered service profile — business-hours, extended and follow-the-sun models are all supported. The response clocks below apply within the coverage you order.
- Do you take control of my equipment?
- Only within the authority tier you choose, and never for protective or life-safety functions. Those stay local and autonomous regardless of tier; CriticalOps coordinates within engineered command boundaries.
- What are the SLA clocks measured against?
- Each clock — acknowledge, engage, notify, dispatch, update, restore and RCA — is a distinct, separately reported target per severity, so a fast acknowledgement is never mistaken for a fast restore.
- What field work is excluded?
- Licensed trades, OEM warranty actions, certified life-safety interventions and anything outside your declared authority are excluded and coordinated with the appropriate qualified parties rather than performed under the managed contract.
Design your operating contract
Tell us your estate, your team's capacity and your risk tolerance. We return an authority model, service scope and per-severity SLAs.