The Foundations of Mission Control

At Fully Managed™, we have an incredible responsibility.

Our clients come to us because they want peace of mind. We are entrusted to handle sensitive data, monitor and maintain mission-critical systems, and maintain detailed documentation. We take this responsibility seriously - so seriously, in fact, that we have brought the Foundations of Mission Control to Fully Managed™.

These principles and qualities below are inspired and adapted from NASA's Mission Control, a team responsible for the safe launch and return of human life and multi-billion dollar spacecraft. When mistakes are made, billions of dollars are lost and people die. While our stakes are not quite as high, we feel a similar level of care and responsibility for the clients we support on a daily basis - which is why the Foundations of Mission Control resonate so perfectly for us at Fully Managed™.

It's all about trust.

You give us access to an amazingly wide array of your sensitive information systems, largely because elevated access / permissions are mandatory for us to provide the level of IT service and support you desire. While we certainly appreciate this level of access, to a certain extent it has always been "just accepted" that we get access to your systems because we need it.

What is often forgotten is that IT staff are human and can make mistakes like everyone else. Further, while none of us likes to think of this, they can also become particularly dangerous should they become malicious or rogue. While a security breach or data loss are fairly rare in occurrence (which is why we've gotten away with "no questions asked" access for so many years), it is a common outcome and should not be ignored. Even simple, innocent tasks such as creating new user accounts, if not managed properly, can and will wreak havoc on an organization.

Perhaps even more important is our responsibility to ensure that our clients' mission-critical systems are maintained, monitored and protected from both internal and external factors. Clients count on us to manage the entire life cycle of their IT infrastructure, from deployment to maintenance to backup and disaster recovery - every IT asset must deployed, maintained, monitored and supported according to best practices - nothing less. We believe that with this trust comes incredible responsibility, which is why we have unveiled the Foundations of Mission Control on our technical team.

Introducing: The Foundations of Mission Control

To instill within ourselves these qualities which are essential in our quest for excellence in Creating Peace of Mind for our clients, partners and team members:

To always be aware that suddenly and unexpectedly we may find ourselves in a role where our performance has ultimate consequences. To recognize that the greatest error is not to have tried and failed, but that in trying, we did not give our best effort.

How do we live by these principles?

1. An amazing base - Our core purpose, our core values, our brand promise, our people, our experience and our certifications - essentially, the Fully Managed™ culture
2. Robust documentation - our documentation management and reporting platform provides instant access to all documentation and key performance indicators for each client environment
3. Rigid policies and procedures - every completed task must follow a Fully Managed™ certified and client-approved standard operating procedure (SOP)
4. Comprehensive access control - we tightly control which engineers have access to which documentation.
5. Detailed auditing - we can also see exactly who, when, where and why any of our engineers accessed client documentation and passwords.