Petrobras

This case concerns a large Brazilian company in the energy and oil sector, responsible for operating one of the largest technology infrastructures in the country, with multiple data centers, mission-critical environments and automation systems distributed across the entire national territory.

The customer was looking for a specialized Official Technical Support Service for the Zabbix platform at the Enterprise level, ensuring high availability, stability and performance of the environment that monitors hundreds of thousands of devices and millions of operational metrics.

Challenges and objectives

This company’s Zabbix monitoring environment has nationwide reach and is used as the central tool for observability and ICT infrastructure management. Given its criticality, it was essential to have certified, continuous technical support, able to act proactively on reviews, diagnostics and updates of the solution, ensuring compliance with internal security and service availability policies.

The main objectives defined were:

• Ensure continuous operation and specialized 24×7 support with short response times (up to 90 minutes for emergencies);
• Ensure technological evolution and performance maintenance, with periodic reviews of the environment;
• Train and qualify internal teams with official Zabbix certifications, strengthening technical self-sufficiency;
• Support version upgrades and expanded use of the platform, keeping pace with the growth of the monitored infrastructure.

Solution implemented

Target Solutions, an official partner certified by Zabbix, was hired to provide Zabbix’s official Enterprise technical support service.

The contract included 24×7 remote support via web portal and phone, with an initial response within 4 hours and an emergency response within 90 minutes, as well as tracking of performance and SLA indicators.

The services cover:

• Periodic analysis and review of the configuration and performance of the Zabbix environment;
• Direct technical support for version upgrades and module reconfiguration;
• Annual on-site consulting, with up to five days of on-site tuning and optimization activities;
• Official Zabbix Certified training, remote (for up to 50 professionals) and on-site (for up to 5 specialists), qualifying internal teams;
• An exclusive portal for logging and tracking tickets, with full traceability and interaction history;
• Unlimited incident and inquiry services, covering all servers and modules of the solution.

Target Solutions also committed to full compliance with the customer’s internal security standards and the confidentiality of corporate data, in line with ISO 27001 and ITIL standards.

Results and benefits

By adopting the Zabbix Enterprise service, the customer achieved significant gains in stability and operational predictability, including:

• Fewer critical incidents and outages, through preventive reviews and continuous diagnostics;
• Greater efficiency in problem resolution, with highly specialized and agile technical support;
• Continuous technological evolution, with safe, controlled updates of the tool;
• Training of dozens of professionals, raising the internal technical level and reducing dependence on external support;
• Better governance and traceability of support tickets, with full visibility through the support web portal.

The result is a more robust, reliable Zabbix environment that meets mission-critical standards, supporting the monitoring of essential infrastructure and applications for one of the largest companies in the country’s energy sector.

Enterprise support with Target Solutions

National monitoring environments need a certified partner, predictable SLA and assisted operations. Target Solutions is a Zabbix partner in Brazil for Enterprise services, including official 24×7 support.

Learn about Zabbix services or contact Target to speak with specialists.

About Target Solutions

Target Solutions has spent more than 15 years helping organizations evolve their infrastructure, monitoring, observability, automation and operational intelligence. Over that time, it has taken part in complex projects in Telecom, Technology, Government, Energy and large enterprises.

As an official Zabbix partner, Target delivers Enterprise support, consulting and training for mission-critical monitoring operations.

About the author

Paulo Florêncio de Menezes is a partner and Co-Founder of Target Solutions and has worked for more than 15 years on infrastructure, monitoring, observability, automation and IT and Telecom operations.

He holds a degree in Data Processing from the Federal University of Amazonas (UFAM), an MBA in Business Management from Fundação Dom Cabral (FDC) and a Professional Master’s in Economics from Fundação Getulio Vargas (FGV).