ORAEX CCaaS - The definitive solution for complex and critical environments.
The stability, performance, and support your environment needs.
A complete solution featuring 24x7 monitoring, L1, L2, and L3 support, and on-demand consulting.
Minimize failures, anticipate risks, and operate with total efficiency.
Tired of your IT operation always putting out fires?
You’re not alone.
Today, companies face:
Delayed troubleshooting and slow issue resolution.
Hybrid, complex, and difficult-to-manage environments.
Overstretched internal teams
Low visibility of mission-critical incidents.
Slow response times to business-impacting failures
High costs associated with reactive operations
ORAEX CCaaS - Transforming Operational Efficiency
24x7 Monitoring and Action
A complete solution to take your operation to the next level. We combine 24/7 monitoring, specialized L1, L2, and L3 support, and on-demand consulting—all with predictable and scalable costs. Our offering includes:
Why ORAEX?
Experience & Expertise
Qualified Professionals
A team that combines technical knowledge and experience to provide solutions tailored to the specific needs of each organization.
years in the market
A benchmark in Information Technology projects for leading companies in the national and international markets.
Ethics and Responsibility
Image and reputation preserved and reinforced by ethical, moral, and responsible actions in all client engagements.
Service packages
Scalable to fit any infrastructure size and environment complexity. Choose the package that best aligns with your company’s maturity and operational needs. All plans include 24/7 monitoring, specialized technical support, and proactive incident management — with increasing levels of depth, automation, and strategic consulting.
PACKAGES
STARTER
Control, documentation, and technical analysis by the ORAEX team
- Dedicated project management for the deployment and setup phase.
- Automated incident ticketing triggered by real-time alarms.
- L1 incident response mapping and documentation.
- L2 and L3 escalation support.
- Comprehensive log and failure analysis.
- Hands-on technical support for a seamless implementation.
- Low-complexity documentation throughout the contract period.
Strategic alignment of business and technical requirements.L1 corrective action execution.24/7 L3 On-call expertise across Observability, DevOps, Data Management, and Cloud.L1 and L2 support execution.After-hours L3 On-call expertise.L3 technical execution.Scalable on-demand hours for project-based needs.End-to-end project management with comprehensive coverage.
PACKAGE
PRO
Strategic oversight, operational execution, and L3 on-call expertise.
- Project management during the implementation phase.
- Ticket opening via automated alarms.
- Mapping and documentation of L1 actions.
- Escalation to L2/L3 as well.
- In-depth analysis of logs and failures.
- Active technical monitoring of the implementation.
- Low-complexity documentation during the contract.
- Strategic mapping of client needs.
- Execution of L1 corrective actions.
- L3 on-call support by technology (Observability, DevOps, Data Management, and Cloud).
Execution of L1 and L2 activities.L3 on-call support (after business hours).Execution of L3 activities.On-demand hour consumption for specific projects.Project management with maximum coverage.
PACKAGE
PREMIUM
Hands-on technical execution and 24/7 specialized on-call support.
- Project management during the implementation phase.
- Ticket opening via automated alarms.
- Mapping and documentation of L1 actions.
- Escalation to L2/L3 as well.
- In-depth analysis of logs and failures.
- Active technical monitoring of the implementation.
- Low-complexity documentation during the contract.
- Strategic mapping of client needs.
- Execution of L1 corrective actions.
- L3 on-call support by technology (Observability, DevOps, Data Management, and Cloud).
- Execution of L1 and L2 activities.
- L3 on-call support (after business hours).
- Execution of L3 activities.
On-demand hour consumption for specific projects.Project management with maximum coverage.
PACKAGE
ENTERPRISE
Full-service package featuring total technical oversight and maximum adaptability
- Project management during the implementation phase.
- Ticket opening via automated alarms.
- Mapping and documentation of L1 actions.
- Escalation to L2/L3 as well.
- In-depth analysis of logs and failures.
- Active technical monitoring of the implementation.
- Low-complexity documentation during the contract.
- Strategic mapping of client needs.
- Execution of L1 corrective actions.
- L3 on-call support by technology (Observability, DevOps, Data Management, and Cloud).
- Execution of L1 and L2 activities.
- L3 on-call support (after business hours).
- Execution of L3 activities.
- On-demand hour consumption for specific projects.
- Project management with maximum coverage.
The ORAEX CCaaS Advantage
Feature |
Conventional Support Models |
ORAEX CCaaS |
|---|---|---|
| High overhead | , inflexible agreements, and fragmented licensing costs. Pay-as-you-go, up to 35% lower pricing,consulting credits, and custom discounts. | |
| Monitoring | Reactive – only acts after the problem occurs. | Proactive – early detection of failures to prevent incidents. |
| Technical Support | Usually outsourced, with slow response times and low SLA levels. | Specialized L1, L2, and L3 support with aggressive SLAs and agile response. |
| Flexibility | Fixed plans, little room for customization. | Customizable solutions tailored to client needs. |
| Scalability | Difficulty growing without exponential cost increases. | Scalable growth with automated management and cost optimization. |
| Service Transparency | Slow tickets and little visibility into status. | Logging and documentation of all service requests. |
| Automation and Efficiency | Little automation, high manual effort for problem resolution. | Process automation for greater agility and efficiency. |
CCaaS Highlights
ABOVE:
+10h Bonus
ABOVE:
Discount
CaaS
No Limits
CCaaS Highlights
Unified demand entry
Our center operates 24/7, ensuring that no request goes unanswered, even after business hours. The unified approach allows for complete visibility into the status of all demands at a single control point.
Specialized routing
Intelligent routing reduces the time between ticket opening and the start of specialized technical support by up to 40%, minimizing the impact of incidents on the production environment.
Collaboration between squads
CCaaS acts as an orchestrating hub, eliminating traditional barriers between technical teams. When an issue involves multiple domains—such as performance degradation requiring database analysis, cloud infrastructure, and deploy pipelines—the squads are mobilized together.
This collaborative approach reduces the resolution time of complex incidents by up to 60%, avoiding the notorious "ping-pong effect" between isolated technical areas.
Data Management Squad
- Optimization of queries and procedures
- Administration of Oracle, SQL Server, and PostgreSQL DBMS
- Capacity and growth management
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Continuous analysis of response times
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Proactive identification of bottlenecks
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Configuration adjustments for performance improvement
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Configuration and maintenance of high-availability solutions
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Management of replication between environments
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Planning and execution of backup and recovery strategies
The Data Management Squad operates with a focus on the stability and efficiency of your data environments, ensuring continuous and high-performance access to critical business systems.
DevOps Squad
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Maintenance and optimization of continuous integration and delivery pipelines.
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Resolution of build failures.
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Optimization of deployment times.
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Vulnerability handling and compliance.
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Remediation of critical CVEs.
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Development and maintenance of scripts and automations.
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Automation of repetitive tasks.
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Creation of internal tools.
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Support for Kubernetes, Docker environments, and DevOps tools.
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Cluster troubleshooting
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Resource and configuration management.
The DevOps Squad acts as a facilitator for continuous delivery, removing technical obstacles and promoting modern system development and operation practices.
Observability Squad
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Implementation of monitoring solutions (Prometheus, Grafana, ELK Stack)
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Configuration of intelligent and relevant alerts
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Reduction of false-positive alerts
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Proactive monitoring of critical services
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Centralization and structuring of logs
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Development of efficient filters and queries
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Establishment of appropriate log retention
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Analysis for event correlation
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Creation of operational and executive dashboards
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Definition of relevant KPIs for services
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Visualization of business and technical metrics
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Building panels for real-time visualization
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Code instrumentation for request tracking
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Identification of performance bottlenecks
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Mapping of dependencies between services
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Latency analysis and anomaly detection
The Observability Squad acts as the 'eyes and ears' of the technological operation, enabling complete visibility into system behavior, proactive problem identification, and providing data for the continuous optimization of application performance and reliability.
Cloud Squad
Implementation of governance policies and frameworks.
Cost management and resource efficiency.
Connections between cloud environments and services.
Maintenance and evolution of IaC templates.
Our Cloud Squad features certified specialists in the leading platforms (AWS, Azure, GCP) and private cloud solutions, offering comprehensive support for hybrid and multi-cloud environments. The team operates both in problem-solving and in implementing best practices that maximize the benefits of cloud computing.
The squad's work helps reduce infrastructure costs by up to 30% while maintaining compliance with internal policies and external regulations.
