Delivering Global On-Demand L3 Expertise for a World-Leading Gaming Services Company Cloud Transformation

The Challenge

The client is a global leader in video game services, operating across multiple international locations and supporting some of the world’s largest game developers and publishers. With a globally distributed workforce and a complex hybrid IT estate, maintaining the availability, performance and security of its infrastructure was business critical.

The clients environment incorporated multiple enterprise technologies including Cisco networking, Fortinet security, Dell EMC storage, HPE infrastructure, Microsoft 365, Azure, AWS, Active Directory, Intune and Exchange.

Whilst the clients internal IT team managed day-to-day operations, there were occasions where specialist Level 3 expertise was required to resolve complex multi-vendor issues, support critical incidents and provide strategic consultancy beyond internal capability.

Nebula’s partner to the end client wanted to enhance its support offering without the cost and complexity of maintaining permanent specialists across every technology discipline.

The challenge was to provide the client with immediate access to senior technical expertise, globally, whilst allowing the partner to retain complete ownership of the customer relationship.

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The Solution

Through their partner, Nebula provided a flexible, consumption-based L3 Backline Support & Consultancy Service, providing the client with immediate access to senior infrastructure specialists whenever required.

Powered by Nebula’s global backline bench of L3 consultants, the client gained on-demand access to experienced multi-vendor specialists with expertise spanning networking, security, cloud and enterprise infrastructure. This enabled the partner to rapidly engage the right technical expertise without the cost, complexity or delay of recruiting permanent specialists.

Rather than introducing another support layer, Nebula became a seamless extension of both the partner and client IT teams, delivering senior engineering capability precisely when it was needed.

The service included:

24x7x365 global remote L3 engineering support
Advanced multi-vendor troubleshooting and fault diagnosis
Root Cause Analysis (RCA)
Infrastructure optimisation and health checks
Technical design validation and consultancy
Flexible voucher-based consumption model
Global engineering coverage across multiple technologies

For Priority 1 incidents, Nebula committed to a rapid engineer assignment SLA, ensuring high priority mobilisation of senior consultants during business-critical outages.

The flexible commercial model also enabled the client to use engineering hours proactively for consultancy, infrastructure optimisation and reducing technical debt, ensuring maximum value from every support voucher.

The Outcome

Nebula enabled the partner to significantly strengthen its support proposition by providing their client with immediate access to enterprise-level technical expertise across its global IT estate.

The partnership delivered:

24x7x365 access to senior multi-vendor L3 consultants
Rapid assignment SLA for critical incidents
Global technical support across a complex hybrid infrastructure
Flexible consumption-based commercial model with no wasted support spend
Faster resolution of complex technical issues
Proactive consultancy to improve infrastructure resilience and performance
Complete protection of the partner’s customer relationship through Nebula’s fully white-labelled, channel-only delivery model

By augmenting the client’s internal IT capability with on-demand specialist expertise, the partner was able to provide a premium support experience without increasing permanent headcount, whilst ensuring the client always had access to the right technical skills at the right time.

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The Outlook

The success of the engagement demonstrated the value of combining the partner’s customer leadership with Nebula’s specialist technical capability to create a highly flexible support model.

As the client’s global infrastructure continues to evolve, Nebula’s L3 Backline service provides a scalable platform that can grow alongside the business through additional engineering capacity, structured consultancy, named technical consultants and a future managed service overlay.

The engagement further strengthened the strategic partnership between the partner and Nebula, demonstrating how Nebula’s global backline bench of L3 consultants enables channel partners to extend their services portfolio with specialist expertise, accelerate incident resolution and deliver greater value to their customers, all while maintaining complete ownership of the customer relationship.

At Nebula, we believe partners shouldn't have to choose between delivering exceptional customer outcomes and maintaining commercial efficiency. By acting as a seamless extension of our partner's team, Nebula provided the end client with 24x7 access to senior technical expertise whenever it was needed. This success story highlights how our white-labelled L3 Backline service helps partners expand capability, resolve complex challenges faster and deliver premium support experiences while retaining complete control of the customer relationship."

Pete Murphy, CSO, Nebula Global Services

Customer Success Experience

24x7 Access to Senior L3 Expertise

The client gained immediate access to Nebula's global bench of experienced Level 3 consultants, ensuring specialist support was always available when complex technical challenges arose.

Accelerated Resolution of Critical Incidents

With rapid engineer assignment SLAs for Priority 1 incidents, Nebula helped minimise disruption by mobilising the right technical expertise at speed during business-critical outages.

Expanded Technical Capability Without Additional Headcount

The partner enhanced its support proposition and delivered greater value to the client without the cost, complexity or delay of recruiting permanent specialists across multiple technology disciplines.

Comprehensive Multi-Vendor Support

Nebula provided expert coverage across Cisco, Fortinet, Dell EMC, HPE, Microsoft, Azure, AWS and other enterprise technologies, enabling seamless support across the client's complex hybrid IT estate.

Improved Infrastructure Resilience and Performance

Through proactive consultancy, root cause analysis and infrastructure optimisation, Nebula helped identify improvements that strengthened stability, performance and long-term operational resilience.

Flexible, Consumption-Based Service Model

The voucher-based commercial model allowed the client to access specialist expertise only when needed, maximising value from support spend while retaining the flexibility to scale as requirements evolved.