Case study | Atlassian
Ensuring Reliable, SLA-Backed Atlassian Operations for a Leading Life Insurer
- Geography: Singapore
- Industry: Insurance
- Employees: 15K+
- Solution: Atlassian Managed Support
- Services: Managed Services
The client
Our client is one of the most established life insurance groups in Singapore and Malaysia, providing financial security and peace of mind to millions across Asia. Long positioned at the forefront of the region's insurance industry, the organization depends on its Atlassian environment to support business-critical operations and collaboration across teams, making dependable platform performance and support essential.
Client requirements
Reliable, Business-Critical Platform Support
The client's teams rely on Atlassian tooling for daily operations, making timely, expert support essential to avoid productivity loss and service disruption.
SLA-Driven Service Delivery
The organization required guaranteed service levels, including a 15-minute first-response target, tiered resolution times (P1 in 2 hours, P2 in 4 hours, P3 in 16 hours, P4 in 24 hours), and 90% SLA compliance.
Standardized IT Service Management
Implement ITIL-aligned processes for incident, problem, service request, and knowledge management to improve governance and consistency.
Proactive Platform Administration & Optimization
Enable ongoing health checks, license management, upgrades, and performance optimization while reducing the operational burden on internal teams.
Multi-Channel, Priority Access with Dedicated Contacts
The client needed highest-priority access across helpdesk portal, email, and phone, supported by dedicated support contacts and a clear escalation path.
Governance, Compliance & Automation Advisory
As a regulated insurer, the client required governance and compliance enhancements alongside automation and customization advisory to continuously improve its environment.
Our approach
enreap deployed its Platinum Managed Support package, pairing the client with dedicated support contacts under a shared delivery model and an enterprise SLA framework. The engagement provided 8x5 coverage with priority access across the helpdesk portal, email, and phone, backed by a clear escalation path and direct liaison with Atlassian (OEM) when required. Beyond reactive support, the model embedded ITIL practices, proactive annual health checks, and ongoing optimization, automation, and customization advisory, ensuring the client's Atlassian environment stayed reliable, governed, and continuously improved throughout the engagement.
Our solution
SLA-Backed Multi-Channel Support
Delivered guaranteed response and resolution targets across all priority levels with highest-priority access via helpdesk portal, email, and phone, supported by a defined escalation path and dedicated contacts.
ITIL-Aligned Service Management
Operated service request, incident, problem, and knowledge base management practices to bring structure, consistency, and governance to platform support.
Proactive Health Checks & Platform Optimization
Conducted annual health checks and ongoing workflow, environment, and cost optimization to keep the platform performant and scalable.
License, Patch & Platform Management
Managed licensing, patches and platform upgrades, backup and restore, user access, and configuration and integration support for a stable, secure environment.
Automation & Platform Customization
Delivered automation consulting, platform customization, and scripting enhancements to improve operational efficiency.
User Enablement & Training
Provided user training and expert guidance to drive platform adoption and maximize long-term value.
Business benefits
- SLA-backed support with a 15-minute first-response target, tiered resolution SLAs (P1 in 2 hours through P4 in 24 hours), and 90% SLA compliance
- Faster resolution of critical issues and reduced operational downtime
- ITIL-aligned operations across service request, incident, problem, and knowledge management
- Proactive platform health, optimization, and scaling through scheduled health checks
- Reduced internal burden via dedicated experts and direct OEM liaison
- Optimized licensing and platform costs
Technology stack
