Infrastructure Support · Case study
Ongoing Infrastructure Support for a Three-Site Healthcare Administration Customer.
How ongoing server, storage, power and comms room support is scoped for a healthcare administrator with three US sites.
Representative scenario. Last reviewed October 2026.
Engagement profile
- Customer
- Regional healthcare administration organization with a head office and two regional offices
- Scale
- 3 sites, about 14 racks, 3 UPS systems and 9 comms closets
- Service
- Infrastructure Support
- Where
- United States
Representative scenario. This case study shows how Deploris scopes and delivers this kind of work. It does not describe a real client, and no results are claimed. Want a plan like this for your own sites? Request a quote.
Quick answer
What does this engagement look like?
Ongoing infrastructure support for a three-site healthcare administration customer covers servers, storage, UPS and power, and communications rooms in Denver, Dallas and Atlanta. Deploris audits each room, writes severity-based SLAs, schedules preventive visits and dispatches vetted local engineers through one engagement manager. The customer receives an asset register, a written SLA, signed-off maintenance checklists and monthly health reports.
THE CHALLENGE
The challenge.
In this scenario the customer runs billing, scheduling and records-adjacent systems from a main server room in Denver, with smaller server rooms in Dallas and Atlanta that grew without a plan. Each site has a different mix of rack servers, a SAN or NAS array, a floor-standing or rack UPS, and several comms closets spread across floors. Documentation is a spreadsheet, battery installation dates are unknown, and firmware has been updated only when something broke. A small internal IT team covers all three sites from Denver, so a fault in Atlanta means a long wait or an improvised fix by office staff.
The difficulty is less the hardware than the coordination. The three sites sit in three time zones, the buildings are multi-tenant offices with their own access rules, and the customer handles protected health information, so every visit needs to be planned with data handling in mind. The customer wants one accountable party, written response terms, and a maintenance routine it can show to an auditor or insurer, without signing a long lock-in contract before the scope is proven.
Constraints the plan had to respect
- Three time zones (Mountain, Central and Eastern) mean the business-hours window for priority dispatch differs at each site and the SLA clock must be stated in local time.
- Multi-tenant office buildings require advance notice for freight elevator use, a certificate of insurance on file with property management, and escorted or badged access to riser and telecom rooms.
- Engineers may see systems that hold protected health information, so visits follow the customer's own access, escort and media handling policies and no data leaves the site on engineer devices.
- Planned work on production systems needs a change window agreed with clinical operations, usually evenings or weekends, and every change needs a documented rollback step.
- UPS batteries are regulated as dangerous goods in transit, so replacement battery logistics, packaging and old-battery recycling are planned as their own task rather than assumed.
HOW THE WORK RUNS
How the work is run.
- 1
Estate audit and asset register
A local engineer visits each site with the customer's IT lead and walks every server room and comms closet. The visit produces an asset register with make, model, serial number, rack unit, firmware level and warranty or support contract status for servers, storage controllers, switches, UPS units and PDUs. Engineers record UPS battery manufacture dates, runtime on a load test where the customer allows one, rack power draw against circuit capacity, intake temperature, and photos of cable labeling and cabinet layout. The register is reviewed with the customer before anything else is written.
- 2
Severity tiers and SLA design
The engagement manager and the customer map each system to a severity tier using business impact, such as a failed storage controller versus a single failed redundant power supply. Response and resolution targets are written per tier, with separate terms for business hours and out of hours. The clock rules state when the timer pauses, for example waiting on building access or a vendor part, and which of the customer's existing vendor entitlements, such as next business day parts, the SLA relies on. Escalation contacts are listed per site, and the 4-hour priority response target applies to covered metros during business hours.
- 3
Local logistics and access setup
Before the first visit the team files certificates of insurance with each property manager, books freight elevator and loading dock windows, and registers engineer names for building badging, which uses the same vetted and background-checked engineers each time. A small on-site spares shelf is agreed for each room, typically hot-swap drives, power supplies, patch cords and a spare UPS battery module if the model allows. Denver gets a note on altitude, since thinner air reduces air-cooled equipment capacity and some UPS ratings are derated at elevation. Dallas and Atlanta checks include summer cooling load and surge protection, because heat and thunderstorms are the common local stressors.
- 4
Recurring maintenance cycle
Preventive visits run on a quarterly rhythm per site, scheduled in the customer's low-traffic hours. Each visit follows a written checklist: UPS self-test and battery status, bypass path check, PDU load balance, fan and filter inspection, SMART and RAID health review, firmware and patch compliance against the vendor's advisories, cable and label audit, and a physical security check on rack doors and closet locks. Firmware changes go through the change process with a rollback plan and a maintenance window. Between visits, 24/7 remote hands covers hands-on tasks the customer cannot do, such as reseating a card or power cycling a hung device, and priority faults trigger local dispatch.
- 5
Reporting, review and scope adjustment
After each visit the engineer submits a closeout report with photos, checklist results and test outputs, and the engagement manager folds them into a monthly health report. The report lists open risks per asset, capacity headroom for rack space and power, upcoming end-of-support dates and repeat faults. Every quarter the engagement manager and the customer review the report, update the asset register, adjust visit frequency where a site has proven stable or fragile, and agree the next period's scope. Pricing stays engagement-based, so scope can change without renegotiating a long contract.
WHAT WAS PRODUCED
What the engagement delivers.
Each item links to a full guide with its scope, process and FAQs.
WHAT THE CUSTOMER ENDS UP WITH
What the customer ends up with.
- 01A verified asset register for all three sites, with serial numbers, firmware levels, battery dates and support contract status in one place.
- 02A written SLA with severity tiers, local-time clock rules and named escalation contacts for Denver, Dallas and Atlanta.
- 03A preventive maintenance schedule with signed checklists, photos and test results that the customer can show to an auditor or insurer.
- 04A single engagement manager who owns scheduling, escalation and reporting across the three sites.
- 05A monthly health report that makes capacity, end-of-support dates and repeat faults visible before they become incidents.
WHAT APPLIES TO YOUR PROJECT
Decisions that apply to similar projects.
Audit before pricing the SLA. Battery age, circuit headroom and unlabeled closets drive both visit frequency and severity tiers, and an SLA written without them is a guess that one site will eventually break.
Write the clock rules, not just the targets. Pausing the timer for building access or vendor parts, in local time, prevents disputes at the exact moment a fault is already costing the customer.
Settle building access and parts logistics before the first fault. Certificates of insurance, badge lists, freight elevator booking and a small on-site spares shelf decide whether a local engineer can act in the first hour or spends it at a security desk.
WHERE IT APPLIES
Metros in this scenario.
Local engineers in each metro, coordinated by one engagement manager. Open a metro to see local details.
QUESTIONS
Frequently asked questions.
How is ongoing infrastructure support scoped across multiple US cities?
Can an engineer touch servers that hold protected health information?
How do UPS battery replacements work across several sites?
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