Case Study - Scaling SQL as a
Service with Expert-Led Offshore Managed Support

About Exponential-e

Exponential-e is a leading UK-based managed service provider delivering cloud, infrastructure, and managed services to enterprise customers. As part of its service portfolio expansion, Exponential-e launched SQL as a Service (SQLaaS) to provide fully managed Microsoft SQL Server environments for customers.

The service required enterprise-grade availability, security, performance, and compliance, delivered under strict SLAs.

The Challenge

Establishing a New Enterprise SQL Capability SQL as a Service was a new offering for Exponential-e, requiring rapid development of deep SQL expertise, a structured operational support model, and ITIL-aligned processes suitable for enterprise managed services.
Protecting Business-Critical Customer Systems Customers relied on SQL Server for mission-critical workloads where downtime, performance issues, or data loss could have serious operational impact. High availability, backup integrity, and security were essential requirements.
Delivering Expert Support While Scaling Exponential-e needed to provide expert-led SQL support from day one while building a repeatable and scalable delivery model, without the high costs and recruitment challenges of hiring senior UK-based SQL specialists.
Building a Sustainable Knowledge Framework To ensure long-term success, the organisation needed a structured knowledge transfer and trainee development framework that supported growth and reduced dependency on individual experts.

The Solution

Expert-Led SQL Managed Service Foundation Infowave Solutions deployed a senior SQL Database Administrator embedded within Exponential-e’s Managed Services team, acting as a customer-facing, SLA-driven SQL service owner and forming the core foundation of the SQLaaS capability.
End-to-End SQL Operational Ownership The dedicated SQL expert managed customer SQL Server environments across on-premise, cloud, and hybrid infrastructures, covering production and multi-tenant platforms. Responsibilities included daily operations, performance tuning, proactive monitoring, incident resolution, backup and disaster recovery assurance, HA/DR implementation, and security compliance.
Structured Team & Knowledge Development Around the senior expert, Exponential-e established structured operational processes, detailed documentation, and SOPs, along with a trainee development and knowledge-transfer framework that created a repeatable and scalable SQL support function.
Cost-Effective Offshore Delivery Model By leveraging Infowave’s offshore expertise, Exponential-e achieved enterprise-grade SQL support at significantly lower cost than UK-based alternatives, enabling scalable growth of the SQLaaS service without proportional increases in operational expenses.

Results

Improved End-User Experience End users receive responsive, professional, and consistent support, improving overall customer satisfaction.
Successful Launch of SQL as a Service Exponential-e established a reputable, enterprise-ready SQLaaS offering backed by expert-led managed services.
Improved Customer Confidence & Experience Customers benefit from faster incident resolution, consistent high-quality SQL support, and clear communication with strong ownership, resulting in greater trust and a more reliable overall service experience.
Operational Maturity & Consistency A structured SQL support function delivers predictable service quality, reduces operational risk, and ensures strong governance aligned with managed service SLAs, creating a stable and reliable operational environment.
Scalable Growth Platform The SQLaaS model provides a strong foundation for future expansion, enabling Exponential-e to confidently onboard new customers and grow its service portfolio using a proven, repeatable delivery framework.
Cost Efficiency Without Compromising Quality Offshore expert-led delivery delivers significant cost efficiency while maintaining enterprise-gradestandards.
Clients Testimonials

The Heart-Warming Testimonies of Excellence

Infowave Solutions have been a trusted and preferred partner for Exponential-e since 2022. They have consistently supported us with skilled resources operating 24x7 across multiple service towers, playing an important role in maintaining service continuity and operational effectiveness for our customers.

What sets Infowave apart is the quality and reliability of their people. The resources they provide are capable, well trained in their respective areas and aligned with our processes and standards. They integrate well with our internal teams and operate as a genuine extension of Exponential-e, rather than a traditional offshore supplier.

We are very pleased with the partnership and have strong confidence in Infowave Solutions as a long-term partner. I would recommend Infowave Solutions to organisations looking for dependable, high quality offshore delivery across a range of business functions, including IT operations.

Infowave Solutions have been a trusted people and delivery partner to Exponential-e for several years, supporting us with high-quality offshore resources across multiple service towers. From a people and operations perspective, the consistency and stability of the teams Infowave provide has been a key strength of the partnership.

Infowave place strong emphasis on recruitment quality, onboarding, and ongoing people management. Their resources are well-screened, appropriately skilled, and aligned to our ways of working, which has helped drive continuity, reduce attrition risk, and maintain service quality across long-running engagements.

Overall, Infowave Solutions operate as a mature, dependable partner rather than a traditional offshore supplier. We are very happy with the quality of service and would recommend them to organisations seeking a reliable, people-focused managed services partner.