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Enterprise Operations and Support

Operational excellence is not a one-time achievement

We run your program on M4, our multi-tenant platform: the managed core and your own modules, kept stable, secure and well governed. It is an ongoing discipline that takes experience, structure and a deep understanding of how systems evolve over many years.

Talk to Our Operations TeamExplore the M4 Platform
M4 Platform analytics overview: total events, active users, average response time, system health and a daily event trend
M4 Security Center: open alerts, a severity breakdown chart and an hourly alert trend, with tabs for baseline scoring and anomalies
On M4

How we run the core and your modules

On M4 the operating model is simple. We run the managed core once, for every program. Your extensions and custom modules belong to your program and are operated with it.

The same M4 codebase

Standard hosting

Amazon Web Services in Sydney, managed by our engineers.

Most programs

Separately provisioned

  • Network
  • Load balancer
  • Database cluster
  • Storage
  • Release branch
DPIRD (SharkSmart)
One M4 codebase deployed two ways: standard hosting on Amazon Web Services in Sydney, or separately provisioned infrastructure (its own network, load balancer, database cluster, storage and release branch), as for the DPIRD program.

  • The core, run once for everyone

    M4 is hosted in AWS Sydney behind a content delivery network. We monitor, patch and maintain the core, and apply security controls such as per-key and per-IP rate limiting and security headers on every response.

  • Your program stays your program

    Extended capability and custom modules are scoped to your program. Each program gets its own domain, sender address and branding, and its data is kept separate by program and workspace rules enforced in the platform.

  • Dedicated where compliance needs it

    Where compliance requires it, a program runs on separately provisioned infrastructure. SharkSmart has its own network, load balancer, database cluster, storage and release branch, and runs the same M4 codebase, released on its own schedule with rolling, health-gated releases.

Programs started at different times since 2012 and still running today, evolving through technology shifts without full rewrites.

Shaped by Long-Term Programs

Platforms we have run for more than a decade

Several of the programs we run today have been live for a decade or more, SharkSmart and FishSmart among them. In that time, security expectations, regulatory obligations, cloud technologies and threat landscapes have changed dramatically. Mobiddiction has continued to maintain, evolve and strengthen these systems while preserving continuity for the agencies and communities they serve.

That long horizon lets us manage operational transitions, uplift compliance controls, modernise cloud infrastructure and introduce new technologies without disrupting service.

Support in three tiers: Level 1 first response and triage, Level 2 engineers and DevOps specialists, Level 3 senior technical leads with cybersecurity and GIS specialists. Service levels rise above their baseline for peak seasons, app releases, iOS and Android updates, and campaigns.

Support Tiers and Service Levels

Support tailored to your organisation, not one size fits all

Our operational model provides structured support across Level 1, Level 2 and Level 3 tiers, backed by engineers, DevOps specialists, cybersecurity analysts, GIS experts and senior technical leads. Support is designed around each program’s operating profile, and we structure service levels to match seasonal or event-based requirements, high-traffic periods and time-critical operational windows.

For major public events and peak seasonal programs we run temporary service levels with heightened readiness: faster response protocols, extended monitoring windows and real-time communication channels. We apply the same uplift for major feature releases, new mobile app releases, iOS and Android updates, and expected traffic increases from marketing campaigns or media interest.

Expertise at the Core

Reliability depends on rigorous engineering and security practice

  • Cloud infrastructure across AWS and GCP

    Our dedicated DevOps team manages cloud infrastructure and environment segregation. M4 runs on AWS in Sydney, and we also manage programs delivered earlier on GCP.

  • CI/CD pipelines

    Pipelines are owned and maintained by the same DevOps team that runs the environments they deploy into.

  • Monitoring, observability and incident response

    Monitoring, observability and incident response run as a continuous discipline, not an escalation path.

  • Risk and vulnerability management

    Our cybersecurity team provides ongoing risk management, vulnerability monitoring and threat assessment.

  • Secure configuration baselines

    The cybersecurity team maintains secure configuration baselines and coordinates penetration testing.

  • ISO/IEC 27001:2022 certified ISMS

    Developed and operated under Mobiddiction’s Information Security Management System, certified to ISO/IEC 27001:2022 by an independent, accredited auditor. It is a documented and audited commitment to secure processes, staff training, governance and continuous improvement, with consistent standards for system access, change management, data protection, backup and recovery, and incident handling.

AI in Operations

How our team uses AI to run your program

AI speeds up the routine parts of running a program. Our engineers and support staff make the calls.

  • Operations

    AI-supported analysis to triage incidents, monitor usage patterns and assess system performance.

  • Cyber defence

    AI-assisted log analysis, anomaly identification and event correlation.

  • Support content

    AI drafts support material and knowledge base articles, which experienced staff then review.

Our people review everything AI produces.

The Mobiddiction support portal home page, headed Something not working? We’re here, with cards to raise a ticket, track a ticket or call about something urgent

Evolving With Your Organisation

Anticipate operational challenges rather than react to them

Digital operations must respond to shifting needs. Mobiddiction has a long track record of managing platforms through major technology changes, cloud migrations, regulatory mandates, modernisation programs and organisational restructures.

We keep detailed operational documentation, standard operating procedures, configuration records, service histories and architecture artefacts, so each system keeps its continuity as teams, technologies and requirements change. Our governance model supports regular review cycles, risk assessments, dependency mapping and forward planning. Our support portal runs on M4.

How We Run Support
Case Studies

Real programs, real outcomes

Stability, Security and Measurable Improvement

Platforms that stay stable, secure and well governed

We believe long-lived platforms have to be dependable, secure and managed with discipline. We bring the technical breadth, senior expertise and structured governance that this takes, and we work closely with your team so operations serve your goals.

See Our WorkEnterprise Platforms
End-to-End Support

Reduce risk and improve reliability

Get in touch for a discovery session with our team. We love tech, but speak human.