MBX CORTEX
Next-Gen Enterprise IT Service Desk & Governance Platform
An architecture datasheet for IT Directors, CIOs, and Infrastructure Operations Leads.
🚨 Incident Operations
- Multi-dimensional queue triage & priority matrix (P1-P4)
- Real-time SLA breach countdown timers
- Billable technician worklogs & minute-tracking
- Immutable audit logging & activity trails
📋 Industry Standard Change Control
- Governed 9-stage CRQ lifecycle pipeline
- Mandatory risk assessment scoring matrix
- Change Manager approval gates & technical plan validation
- Mandatory emergency rollback plan validation
⏱️ Contract SLA Intelligence
- Agreement-bound SLA targets & business hours
- Customized holiday & schedule calendars
- Automated breach escalation trigger rules
- Real-time response vs resolution analytics
📚 Knowledge & Self-Service
- Categorized KB solution article database
- Search indexing for instant ticket deflection
- Live agent chat & presence tracking
- Inbound email-to-ticket auto parsing
Technical Architecture & Compliance Specifications
| Category | Specification & Capability |
|---|---|
| Deployment Model | Containerized Docker / Kubernetes (Private Cloud, On-Premise, Managed Cloud) |
| Security & Access Control | Role-Based Access Control (RBAC), Session Token Isolation, Encrypted DB Queries |
| System Availability & SLA | 99.99% Enterprise Uptime SLA, Real-Time SLA Breach Prevention & Triage |
| Database Architecture | PostgreSQL with Alembic Migrations, Redis Cache & Real-Time Presence Store |
© 2026 MBX CORTEX — Confidential Product Datasheet for Enterprise Procurement Evaluation.