24i

El desafío

24i identified a time-sensitive market opportunity to pivot from software supplier to TV-as-a-Service (TVaaS) provider and acquire multiple Swiss operators as customers. However, they lacked the internal 24/7 operations capabilities required for TVaaS delivery, and needed to ensure seamless migration of existing customers from their previous provider while scaling rapidly without compromising service quality.

La solución

Divitel delivered a comprehensive 24/7 managed services solution covering proactive monitoring and observability, incident management and resolution, problem management and root cause analysis, and complete operational support for the 24i video cloud platform. Implementation was completed over four months while transitioning live customers, with a scalable framework to support multiple operators simultaneously.

Cómo lo hicimos

1. 1

   Onboarding & transition

   Completed full onboarding and live customer migration over four months with a seamless transition plan that maintained service quality throughout.

2. 2

   Proactive monitoring

   Implemented 24/7 proactive monitoring and observability across the entire 24i video cloud platform, providing full visibility before incidents affect viewers.

3. 3

   Incident management

   Established structured incident management and resolution processes, achieving 100% SLA compliance for both response and resolve times.

4. 4

   Problem management

   Delivered ongoing root cause analysis and problem management to drive down recurring issues, resulting in zero P1 outages for over a year.

5. 5

   Scale to 8 operators

   Expanded the operational framework from initial deployment to supporting eight operators simultaneously, enabling 24i's TVaaS growth strategy across the Swiss market.

Key results

• 85% cost efficiency vs insourcing
• Zero P1 outages for 1+ year
• Scaled to 8 operators