Managed Support
Someone accountable when the automation breaks at 2am
Ongoing maintenance, monitoring, and iteration for the systems we build and the ones you already run - under a response SLA you can plan around.
If more than one of these sounds familiar, this is the right service to talk about.
The person who built your automations has left
Small breakages accumulate until the team quietly reverts to doing it by hand
Nobody is accountable out of hours for something the business depends on
Your last supplier answered tickets but never improved anything
Improvement work always loses to whatever is on fire that week
Automation and internal software need an owner. Without one, small breakages accumulate until the team quietly goes back to doing it by hand.
A named engineer holds context on your systems, responds inside an agreed SLA, and spends a fixed share of each month improving things rather than only firefighting.
Coverage of the systems we agree actually matter, with alerting tuned so that the person paged has something useful to do about it.
Written response and resolution targets by severity, reported against every month rather than asserted once in a proposal.
A named owner for each incident, customer-facing updates where they are needed, and a written post-incident note for anything that reached a user.
A fixed share of every month spent on the backlog: reliability work, small features, and paying down whatever is generating repeat tickets.
A working session on architecture, risk, cost, and what should be built or retired next, with a written summary you can take to a board.
We document your systems, access paths, and escalation contacts, then set up monitoring where it is missing.
Incidents handled to SLA, with a written post-incident note for anything that reached a customer.
A fixed number of days each month goes to the backlog, so the system gets better rather than merely staying alive.
A session on architecture, cost, risk, and what should be built or retired next.
A named engineer who knows your systems
Defined response times instead of best effort
Small improvements shipped every month
We would rather say so early than take the work and disappoint you later.
End-user helpdesk, laptops, and device support
Systems we are not given enough access to monitor properly
Open-ended development dressed up as support - large builds get scoped as projects
Covering a platform that is already scheduled for replacement
Monitoring and on-call coverage
Guaranteed response and resolution targets
Monthly improvement allocation
Quarterly architecture and cost review
Engagement: Monthly retainer, 30-day rolling
Timeline: Onboarding complete in 2 weeks
Discuss This ServiceTo complete onboarding and monitoring coverage
Rolling term, with no long lock-in
Engineer who holds context on your systems
In Practice
Systems we built stay covered after handover, so your team can take them on at their own pace instead of on launch day.
Automations and internal tools left behind by a previous supplier, documented and stabilised before anything gets rebuilt.
Continuity for the period when the one person who understands a system is away, on leave, or gone for good.
Ongoing engineering capacity for a company too small to justify a full-time platform hire but too dependent on its systems to have none.
Related Work
Retail & e-commerce
Storefront, ERP, helpdesk, email, loyalty, and warehouse each held a different version of the customer. We built the integration layer that reconciled them.
Questions
Get In Touch
We design, build, and run the internal systems that move your business - workflow automation, custom software, and the integrations that hold them together.
1048 El Monte Ave Ste C, Mountain View, CA 94040, United States