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 |