Transforming IT Support for a Global LNG Giant: Manifold’s Managed Service Approach  

Global LNG

According to Science Direct, the global LNG industry has been growing gradually, doubling every ten years over the last two decades (here). This exponential growth in the industry showcases the importance of having reliable and efficient IT support for maintaining smooth operations. 

At Manifold Computers, we understand the unique challenges faced by companies in this industry, and we pride ourselves on delivering tailored managed service solutions that address their specific needs. 

Recently, we had the opportunity to partner with a major player in the global LNG business to provide expert support for their Session Border Controllers (SBC) for Cloud IP Telephony Services.

​​The Challenge 

Our client, a prominent figure in the global LNG landscape, discovered that they lacked the internal expertise to effectively manage and use their SBC systems. This skill gap led to operational inefficiencies and hindered the company’s ability to fully leverage the benefits of its Cloud IP Telephony Services. 

The client recognized the need for experienced personnel to provide support across their remote operations in London and on-site locations in Port Harcourt and Bonny, with the added requirement of emergency call-out support when necessary.

Our Solution 

At Manifold Computers, we understood the gravity of the situation and the importance of providing a comprehensive solution to address the client’s challenges head-on. In collaboration with Ribbon Communication OEM, we devised a managed support service strategy that combined Ribbon’s technological expertise with our proven service capabilities.

Our approach was multi-faceted, targeting the specific pain points experienced by the client. We implemented a 24×7 helpdesk support system, staffed by highly skilled professionals equipped to handle any issues, regardless of the time or day. This round-the-clock availability ensured rapid response times and efficient resolution of problems, minimizing downtime and maintaining the smooth flow of operations.

To further enhance the resilience of the client’s systems, we introduced proactive maintenance and troubleshooting measures. Our team of experts conducted regular health checks, identifying and addressing potential issues before they could escalate into major disruptions. By taking a preventive approach, we were able to minimize the occurrence of unexpected outages and maintain optimal system performance.

Project Methodology and Timeline 

Our engagement with the client began with a thorough assessment of their existing infrastructure and a deep dive into their specific requirements. We worked closely with their team to understand their goals, challenges, and expectations, enabling us to craft a tailored support plan that aligned with their business objectives.

Throughout the project, we maintained a collaborative approach, regularly communicating with the client and providing transparent progress updates. Our team followed a structured methodology, which included:

  1. Initial assessment and requirements gathering
  2. Solution design and planning
  3. Implementation and testing
  4. Ongoing monitoring and support
  5. Continuous improvement and optimization

This systematic approach allowed us to deliver a robust and reliable managed service solution within the agreed-upon timeline, ensuring a smooth transition and minimal disruption to the client’s operations.

Key Milestones and Challenges 

One of the key milestones we achieved during this project was the successful resolution of over 50 support tickets across the client’s three sites. This accomplishment demonstrated our team’s expertise, responsiveness, and problem-solving capabilities, as we effectively addressed a wide range of issues and ensured the smooth functioning of the client’s SBC systems.

However, the project was not without its challenges. One of the main hurdles we encountered was adapting our support processes to accommodate the client’s unique operational requirements and geographical spread. We had to ensure seamless coordination between our remote support team in London and the on-site personnel in Port Harcourt and Bonny, while also being prepared for emergency call-outs at any time.

To overcome these challenges, we implemented a robust communication and escalation framework that facilitated effective collaboration among our team members, regardless of their location. We also established clear protocols and procedures for handling emergencies, ensuring that our support engineers were always ready to spring into action when needed.

Measuring Success At Manifold Computers, we believe in the power of measurable results and continuous improvement. Throughout the project, we closely monitored key performance indicators (KPIs) to gauge the effectiveness of our managed service solution and identify areas for optimization.

Some of the key metrics we tracked included:

  • Response times: We consistently met or exceeded the agreed-upon response times for support requests, ensuring prompt assistance to the client’s team.
  • Resolution times: Our experts worked diligently to resolve issues quickly, minimizing downtime and ensuring the smooth operation of the client’s SBC systems.
  • System availability: Through proactive maintenance and monitoring, we maintained high levels of system availability, reducing the impact of potential disruptions.
  • Client satisfaction: We regularly solicited feedback from the client to assess their satisfaction with our services and identify opportunities for improvement.

By closely monitoring these KPIs and maintaining open lines of communication with the client, we were able to continuously refine our approach and deliver a managed service solution that exceeded their expectations.

Our Expertise in Managed Services 

The success of this project highlights Manifold Computers‘ deep expertise in providing managed service support for complex IT environments. Our team of skilled professionals possesses a wealth of knowledge and experience in managing and optimizing critical systems, including Session Border Controllers for Cloud IP Telephony Services.

We take pride in our ability to deliver customized solutions that address the unique challenges faced by our clients, whether they operate in the global LNG business or any other industry. Our managed service offerings are designed to provide comprehensive support, covering everything from 24×7 helpdesk assistance to proactive maintenance and troubleshooting.

By partnering with leading OEMs like Ribbon Communication, we ensure that our clients have access to the latest technologies and best practices, enabling them to stay ahead of the curve. Our focus on continuous improvement and client satisfaction drives us to consistently deliver exceptional results and build long-lasting partnerships with our clients.


The successful delivery of managed service support for a major player in the global LNG business demonstrates Manifold Computers’ commitment to excellence and our ability to tackle complex IT challenges. By leveraging our expertise, in collaboration with Ribbon Communication OEM, we were able to provide a comprehensive solution that addressed the client’s specific needs and exceeded their expectations.

Through our 24×7 helpdesk support, proactive maintenance, and effective ticket resolution, we empowered the client to optimize their operations, minimize disruptions, and fully utilize their Session Border Controllers for Cloud IP Telephony Services. The positive feedback received from the client is a testament to the value we bring to the table and the strong partnerships we forge with our clients.

At Manifold Computers, we are dedicated to delivering managed service solutions that drive business success and enable our clients to focus on their core competencies. Whether you are a global LNG giant or a company operating in any other industry, we have the expertise and capabilities to support your IT needs and help you achieve your goals.If you are facing challenges in managing your critical systems or seeking to optimize your IT operations, we invite you to engage with Manifold Computers. Let us be your trusted partner in navigating the complexities of your industry and delivering the managed service support you need to thrive in any business environment. Contact us today!

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