Senior Infrastructure Capability Outside Your Local Hours

    L3 Infrastructure Support for MSPs

    Australian-based L3 support for the incidents your service desk cannot close. Effixion covers Windows Server, Linux, Azure, VMware, Hyper-V, firewalls, VPNs, routing and switching, with root-cause investigation and approved change activity under your governance.

    Discuss MSP Coverage Follow-the-Sun Service Desk

    Infrastructure Coverage

    Windows Server & Active Directory

    • Server role and service faults
    • Active Directory, DNS and DHCP issues
    • Group Policy troubleshooting
    • Certificate and authentication problems

    Linux

    • Service and daemon faults
    • Filesystem, storage and permission issues
    • Package, patch and configuration checks
    • Log analysis and performance review

    Microsoft Azure

    • Virtual machine and availability incidents
    • Networking, NSG and connectivity faults
    • Storage and backup vault issues
    • Resource health investigation

    VMware vSphere & Hyper-V

    • Host and guest performance faults
    • Datastore and storage capacity issues
    • Cluster, HA and replication alerts
    • Snapshot and virtual hardware problems

    Network, Routing & Switching

    • Switching, VLAN and port faults
    • Routing and WAN link investigation
    • Wireless connectivity troubleshooting
    • Latency and packet-loss analysis

    Firewalls & VPN

    • Firewall policy and NAT investigation
    • Site-to-site and client VPN faults
    • Certificate and tunnel renegotiation issues
    • Vendor case escalation where required

    Backup & DR Incident Triage

    • Failed job investigation and rerun
    • Repository and capacity alerts
    • Restore request assistance within scope
    • Replication and DR alert triage

    Complex Escalation & Root Cause

    • Multi-system incident investigation
    • Evidence gathering and timeline reconstruction
    • Root-cause analysis write-ups
    • Vendor liaison where agreed

    Approved Changes

    • Changes executed under your change control
    • Pre-approved standard change activities
    • Documented before-and-after state
    • Rollback steps recorded with the ticket

    Major projects and substantial infrastructure changes sit outside standard coverage and are scoped separately.

    Security & Governance

    Infrastructure access is tightly controlled. Every action taken during a coverage window is attributable, documented and aligned to your change and approval procedures.

    • Least-privilege access aligned to the work in scope
    • Named administrative accounts with MFA, never shared logins
    • Privileged access controls and periodic review
    • Audit trails for actions taken during the coverage window
    • Documented escalation paths and thresholds
    • Change control aligned to your procedures
    • Customer-specific access boundaries
    • Incident documentation carried into the handover

    What the handover contains

    • Open incidents with current status and next actions
    • Changes made and approvals referenced
    • Escalations raised and vendor case numbers
    • Risks and items needing a decision from your team

    Coverage windows are agreed against your local business calendar, so seasonal clock changes do not move your cover.

    Infrastructure Support Questions

    Is this a project delivery service?
    No. Standard coverage is incident response, investigation and approved change activity. Major projects and substantial infrastructure changes are scoped separately before any work begins.
    How do escalations from our L1 or L2 work?
    Escalations follow your documented model. Where Effixion also runs your L1 and L2 coverage, escalation to L3 happens inside the same shift without another handoff.
    Can you make changes to production infrastructure?
    Only within your change control. Pre-approved standard changes can proceed during the window; anything else needs your approval, and every action is documented with rollback steps.
    Do you support firewall and network vendors directly?
    We troubleshoot across common firewall, routing and switching platforms and will liaise with vendor support where that is agreed as part of the engagement.
    What happens at the end of a coverage window?
    Every shift closes with a written handover covering open incidents, actions taken, escalations raised and anything needing a decision from your team.
    Follow-the-Sun Service Desk Microsoft 365 Support for MSPs

    Add L3 Depth to Your Coverage Window

    Tell us which platforms and customers you need covered and we will work through the escalation model with you.

    Discuss MSP Coverage