The OpenText platform
Content Server, OTDS, Archive Server, Records Management, xECM connectors, Extended ECM.
Managed services
OpenText managed services, delivered as one service.
The OpenText platform, the database underneath it and the business-administration layer, under one SLA with one team accountable for the outcome. Available at three depths, scoped to your estate, for a fixed monthly fee.
Most OpenText estates are supported by three suppliers who each own a layer. We work on the problems that sit between them, which means we cover all three.
The gap
Why the usual options do not fit
Most OpenText estates fall between the options for ongoing support:
OpenText Professional Services is built for projects and implementations, not day-to-day administration.
Global systems integrators are built for large transformation programmes, which is a different engagement model to the ongoing operational run.
Local IT generalists are scoped to keep servers patched and databases backed up.
OpenText-specific diagnosis is a different discipline and a different job.
Doing nothing lets the estate drift: versions slip, incidents recur, and the risk sits with one person.
The gap is a specialist built for the ongoing run: real OpenText depth, priced for operations, fast to mobilise. That is what we do.
One service
Three layers, delivered as one
We work on the OpenText problems that sit between teams. Your estate has three layers that are usually split across three suppliers, and the hardest problems are the ones that fall across the boundaries between them. We cover all three as one service, so an incident is diagnosed once rather than handed between vendors.
The database underneath
Oracle or Microsoft SQL Server, run only under OpenText workloads.
The business-administration layer
Users, permissions, categories, workflows, records-management policy. The functional layer, which sits outside the scope of most technical managed services.
The three depths stack these layers. Tier I covers the platform and the database. Tier II adds the business-administration layer. Tier III adds full lifecycle. The tier numbering is how we scope and price, not how we describe ourselves: it is one service throughout.
Three depths
The service, at three depths
Where most estates start
Tier I
Platform Managed Service.
The platform and database kept production-stable, around the clock. One senior-led team accountable for all of it. A complete service in its own right.
- OpenText platform administration
- Database administration (Oracle and SQL Server)
- Quarterly health checks
- 24x7x365 monitoring with Sev 1 SLA
- Backup verification and recovery readiness
- Replaces
- a junior-to-mid in-house OpenText admin plus a fractional DBA, at a fixed monthly fee, with 24x7x365 cover no single hire can match.
- Best for
- stable estates where the business-administration function is already covered internally.
Tier II
Platform + Business Administration.
Everything in Tier I, plus the business-administration layer, delivered with our specialist partners.
- All of Tier I
- User, group and permission management
- Category and classification maintenance
- Workflow and business rule administration
- Records Management policy administration
- Change control and user support triage
- Replaces
- a full in-house OpenText administrator plus dedicated DBA coverage.
- Best for
- estates where the internal admin team is small, stretched, or has recently lost a key person.
Tier III
Full Lifecycle.
Everything in Tier II, plus full lifecycle: upgrades, migrations and a named Technical Account Manager.
- All of Tier II
- Major version upgrades on a defined cadence
- Migration and refresh support
- Architecture review twice a year
- Named Technical Account Manager
- Priority incident-response SLA
- Replaces
- a full OpenText admin team, dedicated DBA cover, and the upgrade project budget that never gets spent on time.
- Best for
- estates that have drifted behind on versions, or where leadership wants predictable lifecycle cost.
Working alongside your team
We relieve your specialists of the day-to-day operational load, we do not replace them. Your people keep their knowledge and their standing, and get to focus on the higher-value work only they can do, while we keep the platform running underneath.
How it is priced
Commercial model
A fixed monthly fee, a clear term, and nothing that surprises you on the invoice.
Fixed monthly fee by tier, scaled to the complexity of your estate.
12-month term, renewal on 60 days' notice.
Out-of-scope work at published day rates.
No surprise time-and-materials billing.
No lock-in.
If an engagement is not working, you can exit at renewal.
Pricing is confirmed in the Statement of Work for each engagement.
Scope
What we cover, and what we do not
We do one thing: run live OpenText estates. Projects, migrations and custom development stay with the people built for them.
Platform coverage
OpenText
- Content Server (opens in a new tab)
- OTDS
- Archive Server
- Directory Services
- xECM connectors (SAP, Salesforce, SuccessFactors, MS365)
- Records Management
- Extended ECM (opens in a new tab)
Databases
Supported on
- On-premise
- Private cloud
- OpenShift (opens in a new tab)
- Kubernetes (opens in a new tab)
- VMware (opens in a new tab)
- Bare metal
In scope
- OpenText applications and their supporting services
- The databases hosting OpenText workloads (Oracle on Linux, SQL Server on Windows)
- Application servers, reverse proxies and integrations directly supporting OpenText
- OpenShift and Kubernetes clusters hosting OpenText workloads
Out of scope
- Greenfield OpenText implementations (OpenText Professional Services or systems-integrator territory)
- Custom OpenText development and AppWorks projects (we administer, we do not build from scratch)
- Large multi-product integration programmes
- Databases hosting non-OpenText workloads, and generic database administration decoupled from an OpenText estate
- OpenText cybersecurity products (a different product family)
- Standalone functional or business administration (delivered through our specialist partners, or as part of a joint engagement)
- End-user device support, and network, storage and hypervisor administration beyond what directly affects OpenText
What we commit to
Service levels
24x7x365 response for critical incidents, across all tiers.
Production-down issues are answered around the clock, every day of the year.
Targets by severity, for response, workaround and resolution, and they tighten at the higher tiers.
Transparent accountability, not penalties.
If we miss a target in any month, we issue a written post-incident review with root-cause analysis and a corrective action plan, at no additional cost. We prefer concrete remediation to penalty clauses that only cost you time in dispute.
The full SLA matrix is provided with each engagement, and specific terms are confirmed in the Statement of Work.
Making the switch
How we work with you: making the switch
Changing managed-service provider can feel like a project you cannot afford to take on. We de-risk it, and the handover is the whole point.
1
A phased transition.
We run alongside your incumbent or internal team during handover, so nothing drops.
2
Documented knowledge transfer.
We capture the configuration, the customisations and the runbooks, and the documentation is yours to keep.
3
Agreed milestones.
Clear checkpoints through the first 90 days, so you always know where things stand.
4
An exit clause.
If it is not working by the end of month three, you can step away. No lock-in.
We lead with the handover, not the cost saving, because the handover is the part that is actually daunting.
Getting started
30 days
A 30-day onboarding: platform discovery, documentation review, runbook handover and SLA baseline agreement. Where an estate needs stabilising first, that is handled as an onboarding phase before ongoing support begins.
Why Nuca
Why Nuca
A specialist running a specialist platform. We work on the OpenText problems that sit between teams, and the technical detail is the point.
A missing composite index on the KIni table brings Content Server to its knees, but the symptom shows in the application while the evidence sits in the database. An OTDS connection-pool collapse traced back to a firewall idle-timeout spans two systems owned by two different teams, each of them looking at something that appears to be working correctly.
Those problems stay open longest because they belong to nobody. They are the kind we have diagnosed and fixed in production, senior-led, with delivery discipline proven in regulated and defence-grade environments. Irish-registered, EU-based and GDPR-aligned by default.
Regulated and defence-grade environmentsNext step
Talk to us about your estate.
A conversation about your OpenText estate, the database underneath, and where internal effort is concentrated. If it makes sense to go further, we scope the right tier with you. No obligation either way.