Official support with SLAs on the open-source technologies your bank already depends on.
Open source with a contract behind it
Official support on PostgreSQL, Kafka, RabbitMQ, Kubernetes, Cloudberry, OpenSearch and the rest of the catalogue. Response times, CVE patching and a named engineer for the systems that cannot fail.
Unsupported open source is a risk a bank cannot present to its regulator. Enterprise Support turns the open-source technologies in our catalogue into supported products: a contract, a response time per priority, a patching commitment and engineers who know the software in production.
One contract covers the stack. Rather than a support agreement per vendor and a gap between them, you have a single line for the hypervisor, Kubernetes, databases, streaming, analytics, search, governance and AI, and one party responsible for the answer.
The engineers behind the line have run these technologies for over two decades in European banks and insurers such as Santander, ING, Bankinter and Mapfre. They have seen the failure modes before and they document the fix for your team.
The journey with NuxFamily
- 01Assess
- 02Design
- 03Build
- 04Migrate
- 05Operate
- 06Evolve
Every family is delivered through the same six-stage journey, with official 24×7 support and knowledge transfer built in.
What we do
What we do
Corrective support
Incidents logged by priority with committed response times. Diagnosis, workaround and root-cause fix on the supported technology, with a written post-incident report for P1 and P2 cases.
CVE and security patching
Monitoring of security advisories for every supported component. Assessment of impact on your deployment, tested patches and a defined window for applying them, with a record kept for audit.
Version and lifecycle management
A published support matrix of versions per technology, advance notice of end of life and planned upgrade paths so you are never on an unsupported release without knowing it.
Proactive health checks
Quarterly reviews of configuration, capacity and version currency on supported systems. Findings ranked and tracked to closure in the following quarter.
Named engineer
For Mission Critical, an engineer who knows your platform by name, joins your change reviews and is the first person on a P1 call.
Regulatory audit accompaniment
Support during CBN and internal audits: architecture documentation, patch records, evidence of residency and controls, and an engineer in the room to answer technical questions.
Support tiers
Support tiers
Essential
- Coverage
- 8×5, Nigeria business hours
- P1 response
- 4 h
- Corrective support
- Knowledge base access
- Security patches
Business
- Coverage
- 24×7
- P1 response
- 1 h
- Everything in Essential
- Proactive support
- Quarterly health checks
- Version management
Mission Critical
Most chosen- Coverage
- 24×7 with named engineer
- P1 response
- 15 min
- Everything in Business
- Named engineer
- Architecture review
- Major upgrade support
- CBN audit accompaniment
Response times and tier names are indicative and confirmed contractually.
Escalation model
Escalation model
L1: Service desk
Incident logged, priority assigned and initial triage within the committed response time. Known issues resolved from the knowledge base.
L2: Platform engineers
Engineers with production experience of the technology take over diagnosis, apply workarounds and restore service.
L3: Technology specialists
Deep specialists in the specific component reproduce the fault, produce the root-cause fix and validate it before rollout.
L4: Vendor and community engineering
Where a defect lies in the upstream software, we escalate to the vendor or the open-source project with a reproducible case and track it to resolution.
FAQ
FAQ
Every technology in the NuxFamily platform catalogue: virtualisation, Kubernetes distributions, Cloud Foundry, PostgreSQL, MySQL, Valkey, GemFire, Kafka, RabbitMQ, Flink, Cloudberry and Greenplum, Spark, Iceberg, Solr, OpenSearch, OpenMetadata, S3-compatible storage and the AI stack. Each family page lists its supported versions.
Yes, after an onboarding health check. The check establishes the versions, configuration and known gaps so that the support commitment starts from a documented baseline.
Loss or severe degradation of a production service with no workaround. Priorities and their definitions are written into the contract so there is no debate during an incident.
We monitor advisories for every supported component, assess whether they affect your deployment, test the patch and apply or hand it over within a defined window. The record of each decision is kept for audit.
Essential covers Nigeria business hours. Business and Mission Critical run 24×7 across our teams. The location and size of the local team is confirmed in the contract.
Yes. Enterprise Support covers the technology; Managed Services covers running it day to day. Many clients start with support and move to managed operation, or the reverse as their team takes over.
Over two decades
Built by the team behind the platforms of Santander, ING, Bankinter, Mapfre and Inditex
More than twenty years designing, building and operating private clouds for institutions that cannot afford to fail, and a delivery model where we stay with you from assessment to operation.
See our track record20+
Years building private clouds
40+
Private clouds delivered
Tell us what you need to run
We will propose the right mix of professional services, support and managed operation for your platform.