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Proactive. Responsive. Engineered for Operational Excellence.
Eigen Limited provides specialist real-time application support services designed to keep your operational intelligence platforms performing at their best, securely, reliably, and without disruption.
Built around your real-time data ecosystem, our support services ensure your engineers and operations teams can rely on continuous access to critical analytics, dashboards, alerts, and integrated systems.
Why Real-Time Support Matters
In industrial environments, downtime isn’t just inconvenient: it’s costly.
From Process Data displays to KPI dashboards and analytics workflows, your operational visibility depends on the seamless performance of multiple interconnected systems. Eigen’s structured, SLA-backed support services protect that ecosystem with:
Proactive Monitoring
Rapid Incident Response
Structured Service Restoration
Controlled Version Management
Secure Operational Governance
What We Support
Our real-time support services cover the full operational stack, including:
Core Applications
- Eigen Ingenuity – Data visualisation, analytics and calculations platform
- Popular process historians: Aveva PI, Aspentech IP21, Honeywell PHD
- InfluxDB – Time-series process data storage
- Telegraf OPC UA Interface – Real-time data acquisition
- SQL Databases
- Systems Interfaces
This integrated scope ensures accountability across your real-time environment, not just isolated components.
Service Capabilities
Real-Time Application Monitoring
We deploy continuous monitoring tools to proactively supervise:
- Critical software components
- Data source connectivity
- Interface health
- System performance
- Infrastructure availability
Automated alerts enable early fault detection, helping prevent unplanned downtime and service disruption.
Structured Incident & Problem Management
Our formalised support model includes:
- Web-based ticket management system
- Dedicated support inbox
- Defined escalation paths
- Clearly categorised priority levels
- Measurable response and resolution targets
Every incident is assessed based on operational, financial, and reputational impact — ensuring appropriate urgency and action.
Defined Service Level Agreements (SLA)
Our SLAs provide transparency and accountability:
- First response times as fast as 30 minutes (Gold plan)
- Structured service restoration targets
- Defined resolution timelines
- Business-hours coverage aligned to the client’s working days
- Priority-based service commitment model
This ensures predictable performance management for business-critical systems.
Managed Version Releases & CI/CD
If applicable, our support plans include managed deployment of new Eigen Ingenuity releases
All deployments follow controlled deployments to TEST and PROD, with configuration management and CI/CD governance.
Platform & OS Management (Silver & Gold)
For clients requiring deeper support coverage, we provide:
- Windows and Linux patch validation & installation
- Operating system management
- Platform health management
- Proactive diagnosis across application boundaries
We don’t just fix faults, we identify and resolve root causes.
Support Plans
––– Bronze –––
Essential Application Support
- Managed ticketing
- Continuous monitoring (Eigen-supported systems)
- Escalation coordination
- Office-hours SLA
- Annual version release
Ideal for organisations requiring structured support with defined boundaries.
––– Silver –––
Proactive Platform Support
Includes all bronze features, plus:
- Proactive fault diagnosis
- OS management & patching
- Expanded release management
Designed for teams seeking broader operational assurance.
––– Gold –––
Fully Managed Real-Time Operations
Includes all silver features, plus:
- Faster first-reponse SLA
- Fully managed third-party engagement
- Tag and calculation changes
Built for mission-critical environments where uptime is non-negotiable.
24/7 Support
Available 24/7 – 365 days in the year for Priority 1 tickets only, or customizable as per your specific needs.
This is an optional support plan that can be added on top of either bronze, silver or gold.
Business Benefits
Minimize Downtime
Proactive monitoring and rapid restoration reduce operational disruption.
Reduce Internal IT Burden
Fully managed plans eliminate coordination overhead.
Protect Production Value
Priority-based SLAs aligned to financial and operational impact.
Maintain System Currency
Regular managed version upgrades ensure platform evolution.
Increase Engineer Productivity
Reliable real-time data systems allow teams to focus on optimisation — not troubleshooting.
Improve Cross-System Accountability
A single, accountable support partner eliminates vendor silos and accelerates end-to-end resolution across your real-time environment.
Seamless Onboarding to Support
Our structured onboarding process ensures a smooth transition to live support:
This ensures we understand your specific environment before taking operational responsibility.
Security & Governance
Operational integrity is at the core of our service.
- ISO 27001 certified operations
- Secure access protocols
- Customer-approved infrastructure connectivity
We operate under secure, audited business practices aligned to enterprise IT governance standards.
Whether you require essential defect support or fully managed operational assurance, Eigen Limited provides scalable support plans tailored to your business-critical needs.
Contact us to discuss the right support plan for your organisation.
A Partner in Operational Intelligence
Eigen’s real-time application support services are not generic IT helpdesk offerings. They are specialised industrial digital platform services, delivered by engineers who understand:
- Data acquisition systems
- Process Analytics
- Knowledge Graph Digital Twins
- Operational KPI Environments
- Industrial Cloud Deployments
We protect the systems that empower your engineers.
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