Stabilizing a Legacy Enterprise Content Platform During a Multi-Year Global Migration
Konabos provided retainer-based emergency support and platform stabilization for a global consumer products enterprise running a legacy enterprise content platform. The engagement ensured uptime, rapid incident response, and operational continuity while the client completed a long-term Salesforce migration through mid-2027, without requiring a platform upgrade or extended vendor support.
Project Brief
The client engaged Konabos to provide stability and emergency support for a legacy enterprise content platform while they executed a long-term Salesforce migration. With no plans to upgrade the platform during the migration window, the primary objective was to maintain reliability, minimize operational risk, and ensure rapid response to critical incidents without disrupting internal transformation efforts.
Konabos was asked to act as a safety net rather than a day-to-day development partner, providing structured onboarding, deep environment knowledge, and on-demand support to keep the platform operational through mid-2027.
Details:
Sector:
Consumer Products
Region:
Global
18+
months of legacy platform support coverage
24/7
emergency availability for global operations
2
hour SLA for critical production incidents
100%
SLA compliance for critical incidents
Challenges
The client faced a constrained but high-risk operating window:
• Operating a legacy enterprise content platform beyond mainstream support timelines
• No upgrade planned due to an active Salesforce migration
• Highly distributed cloud infrastructure with multiple regions and environments
• Mission-critical reliance on the platform for global operations
• Internal teams focused on transformation initiatives, not platform incidents
• Requirement for 24/7 emergency coverage with strict response SLAs
• Need for a safety net rather than day-to-day development support
Our Approach
Konabos implemented a two-phase engagement model designed for legacy enterprise platforms operating at a global scale.
Phase 1: Environment Documentation & Onboarding
We established a strong operational foundation before any incidents occurred.
Scope included:
• Comprehensive audit of environments across QA, staging, and production
• Documentation of cloud infrastructure, platform topology, and dependencies
• Validation of access, authentication, and escalation paths
• Knowledge transfer with internal and contractor SMEs
• Review of monitoring and alerting workflows
• Setup of a recurring access verification protocol
Deliverables:
• Complete environment documentation
• Access and escalation checklist
Phase 2: Emergency Support Retainer
Following onboarding, Konabos provided structured emergency support coverage.
Support model highlights:
• 24/7 coverage for critical production incidents
• 2-hour response SLA for critical issues
• Tiered response rates based on urgency
• Banked retainer hours with rollover flexibility
• Clear severity definitions and escalation procedures
• Monthly reporting on usage and activities
Konabos operated as third-line support, engaging only when required and working collaboratively with the client's internal teams.
Results
The engagement delivered predictable operations and confidence during a high-risk transition period. By establishing strong documentation, clear escalation paths, and a responsive support model, Konabos enabled the client to operate a legacy platform reliably while internal teams remained focused on future-state initiatives.
• Maintained platform stability throughout the engagement period
• Zero unplanned outages caused by platform instability
• All critical incidents responded to within SLA targets
• No forced platform upgrade or vendor support renewal
• Reduced operational risk during Salesforce migration
• Allowed internal teams to stay focused on strategic transformation work
Customer Testimonials
Konabos’ recommendations and detailed documents helped us with the cultural shift to make the next moves toward a robust digital future.
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Konabos’ recommendations and detailed documents helped us with the cultural shift to make the next moves toward a robust digital future.
John Lurquin
Chief Marketing and Development Officer
Customer Testimonials
Konabos is like an extension of ABG's team. They are honest and trustworthy in highlighting ways we can better utilize our resources to save money.
Marc Lamothe
Director Of Web Technology