Managed Services & Centre of Excellence (CoE) Practices

Twor's Managed Services practice takes full operational responsibility for your technology environment — from infrastructure and applications to data and security — so your internal team can focus on strategic priorities. Our Centre of Excellence (CoE) model goes further, building internal capability and institutional knowledge within your organisation.

Managed Services

  • Infrastructure: Managed infrastructure — cloud on-premise and hybrid

  • Applications: Managed application operations — monitoring patching upgrades
  • Database: Database administration and performance management
  • DevOps: Managed DevOps — CI/CD pipeline maintenance and release management
  • Support: End-user support — L1 L2 and L3 helpdesk
  • SLA: SLA-backed uptime response and resolution commitments

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Monitoring & Observability

We instrument every managed environment with full-stack observability — infrastructure metrics, application performance monitoring (APM), log aggregation, distributed tracing, and proactive alerting — giving you and us complete visibility before incidents occur.

What You Get

  • AI CoE: AI & Automation CoE — building enterprise AI capability

  • Cloud CoE: Cloud CoE — governance best practices cost management Data CoE: Data & Analytics CoE — data literacy and self-service BI
  • Security CoE: Security CoE — standards training and incident management
  • DevOps CoE: DevOps CoE — culture toolchain and velocity improvement

    Service Levels

    Our managed services contracts are backed by clearly defined SLAs covering availability (99.5%–99.9%) incident response times (P1: 15 min / P2: 1 hr / P3: 4 hr) and monthly service reporting.

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