MANAGED SERVICES
SERVICE OVERVIEW
Most support arrangements only keep the lights on. Ours splits capacity deliberately: a guaranteed share for incidents and requests, and a protected share for enhancements, technical-debt reduction, and adoption work that would otherwise never reach the top of anyone's list.
Coverage is provided across time zones by named engineers who learn your instance rather than a rotating anonymous queue. Every ticket is triaged against agreed severities, and recurring issues are escalated into problem records so the same fault is not handled twice a month forever.
Each quarter we present a service review: SLA performance, backlog health, adoption trends, upgrade posture, and a prioritized recommendation list. You get a running record of how the platform is improving, in language your leadership can act on.
Discuss your engagementWHAT WE SOLVE
One or two internal admins hold all the platform knowledge, and every absence becomes a delivery risk. We provide a named pod with documented runbooks and shared context, removing the single point of failure while your internal team retains ownership and direction.
Break-fix work consumes every available hour, so improvement requests age indefinitely and users stop bothering to submit them. We ring-fence enhancement capacity in the service agreement, so a defined share of every sprint is spent advancing the platform, not just defending it.
Undocumented scripts, deprecated integrations, and skipped patches compound quietly until an upgrade exposes them all at once. We track debt continuously, retire it in planned increments, and keep your instance within a supportable release window at all times.
HOW WE WORK
We audit the instance, capture architecture, integrations, and custom logic into runbooks, and agree severities, SLAs, escalation paths, and reporting formats. Knowledge transfer is completed before support responsibility formally transitions to us.
Follow-the-sun triage against agreed response targets, with major incident coordination, root-cause analysis, and problem management. Recurring faults are eliminated at source rather than repeatedly patched at the ticket level.
Ring-fenced sprint capacity delivers enhancements, debt reduction, and adoption improvements. Quarterly service reviews cover SLA performance, backlog trends, upgrade readiness, and the prioritized roadmap for the next quarter.
FAQS
Follow-the-sun support, incident and request handling, release management, and ring-fenced enhancement capacity delivered by a named pod of certified specialists.
Usually we extend it. Clients keep product ownership in-house while we supply depth, out-of-hours coverage, and specialist skills on demand.
As a monthly retainer sized to ticket volume and enhancement capacity, with the split between support and improvement work agreed up front.
Yes. Onboarding begins with a full instance audit, and anything undocumented is captured into runbooks before we take responsibility.
