Domain Servala

Delegator

VSHN

Delegatees

Team Servala:

Contact

#servala Team Chat

Purpose

Cloud providers excel at infrastructure services (compute, storage, networking), but applications need more: databases, caches, queues, and other managed services.

Servala enhances cloud service providers with managed services to complete their portfolio. Additionally, we help software companies offer their applications as SaaS on CSP infrastructure where we already operate.

Our goal is to become the go-to marketplace for managed services—similar to what Galaxus does for retail.

Stakeholders

  • End-Users of Managed Services (through Servala)

  • Cloud Service Providers (CSPs)

  • Managed Service Providers (MSPs)

  • Software Vendors (ISVs)

  • Consulting Partners

Key Deliverables

End-Users of Managed Services

  • Self-service portal for ordering and managing services

  • Managed services (databases, caches, queues, etc.)

  • 1st level support

Cloud Service Providers (CSPs)

  • Extended managed service portfolio through AppCat and Servala portal

  • Technical integration and support

Managed Service Providers (MSPs)

  • Distribution channel for their services

  • Billing and customer management

Software Vendors (ISVs)

  • SaaS deployment platform

  • Operations partnership

Consulting Partners

  • Integration opportunities with managed services

Key Responsibilities

  • Understand stakeholders needs and provide adequate services

  • Clear definition of services offered by Servala

  • Roadmap, development, and operations for the Servala portal and website

  • Engineering and operations of Kubernetes clusters at CSP infrastructure for Servala VSHN MSP

  • Ensure AppCat services run on these Kubernetes clusters

  • Documentation for Servala ecosystem and VSHN MSP services

  • 1st level support for Servala users and escalation to further support levels

  • Cooperation with Domain Application Catalog on the AppCat framework and control-plane

Later:

  • 24/7 operations for Kubernetes clusters for Servala VSHN MSP and Servala portal

We will not be able to operate Servala Kubernetes clusters 24/7 initially and aim to also not offer the "Guaranteed Availability" SLA from the beginning. This will change over time as we scale up 24/7 on-call capacity.
Services from AppCat are 24/7 operated and supported by Schedar; the Servala domain operates the underlying infrastructure and acts as the "support firewall".

What is "VSHN MSP"? It’s the services from VSHN AppCat, operated on the Servala infrastructure and sold through the Servala portal. This differentiates them from AppCat services on Managed OpenShift and APPUiO.

Definition of Done

  • All services offered through Servala portal are usable in self-service and automatically billed, no manual interventions needed.

  • Unified way (API and portal) for end-users, CSPs, MSPs, and VSHNeers to self-service provision and manage services.

  • Documentation for the Servala ecosystem and VSHN MSP services is complete and up-to-date.

  • Portal and infrastructure are fully operational and meet defined SLOs.

Definition of Run

  • Servala portal and infrastructure used by customers up and running according to SLI / SLO definition.

  • AppCat services on Servala infrastructure operated according to their SLOs (24/7 by Schedar).

  • 1st level support responding according to support plans.

Dependencies

VSHN Products

  • Application Catalog (AppCat)

External

  • Cloud Provider Infrastructure

  • OSS Projects and Software Vendor contracts

VSHN Internal Services

  • Finance

  • People Operations

External Constraints

  • Servala Product Roadmap

  • VSHN AppCat Product Roadmap

  • Tech Radar (Technology Alignment)

Key Challenges

  • Scaling 24/7 operations and support while maintaining service quality

  • Coordinating with multiple CSP infrastructures and their specific requirements

  • Balancing marketplace growth with operational capacity

  • Managing third-party MSP integrations and quality standards

  • Achieving full billing automation across diverse service types

Key Resources

Portal and Infrastructure

  • Servala Portal codebase and infrastructure

  • Kubernetes clusters at CSP locations

Tools

  • Central metrics and logging systems

  • Billing and automation systems

Delegator Responsibilities

  • Ensure product management provides clear roadmap and priorities

  • Resolve conflicts with other domains

  • Ensure adequate resources and staffing

Mindset, Skills and Capabilities

Skills

  • System Engineering

  • Cloud Architecting (expert knowledge)

  • Go Software Development (AppCat Framework related)

  • API / Kubernetes Operator Software Development

  • Kubernetes

  • Cloud Provider specific knowledge

  • Python Django web development

Mindsets

  • Product and SLO oriented

  • Eager to learn and develop skills for the technology

Monitoring and Evaluation

Key Metrics

Metric Frequency Owner Purpose

Portal uptime and response time

Weekly

Team Servala

Ensure reliable self-service access

Number of active services/users

Monthly

Team Servala

Track growth and adoption

Billing automation success rate

Monthly

Team Servala

Progress toward full automation

Support ticket resolution time

Weekly

Team Servala

Maintain service quality

Customer satisfaction (NPS/CSAT)

Quarterly

Team Servala

Validate stakeholder value

Evaluation Schedule

Cadence Focus Participants

Weekly

Operational metrics and blockers

Team Servala

Monthly

Progress on key metrics and roadmap

Team Servala, Product Management

Quarterly

Stakeholder feedback and strategic alignment

Team Servala, Delegator

Annually

Domain description review and update

Team Servala, Delegator