Services - Managed Support
The system keeps working because someone owns it after go-live.
Business systems drift. Integrations break quietly, staff change, platforms release updates and workarounds reappear. Managed support gives you a named owner who knows your build, monitoring on the connections that matter, and a scheduled cycle for improvement rather than only firefighting.
At a glance
- Scope
- Zoho, Odoo, GoHighLevel, integrations and the automations we or others built.
- Model
- Named owner, triaged backlog, monitoring and a monthly optimisation review.
- Commitment
- Cancellable, with documented handover. Everything sits in your own accounts.
Inclusions
What managed support covers.
Support that is only reactive slowly turns a good system into a tolerated one. Half of this list is preventative.
Issue response
Faults, integration failures and user-blocking problems logged, triaged by impact and worked to an agreed response commitment.
Integration monitoring
Automated checks on the connections between systems, so a silent sync failure surfaces as an alert rather than as a customer complaint weeks later.
Change requests
New fields, reports, workflow adjustments and permission changes delivered from a shared backlog you prioritise.
Platform release management
Vendor updates reviewed for impact on your configuration and integrations, tested where they matter, and scheduled rather than absorbed by surprise.
User enablement
Refresher sessions, onboarding for new staff and updates to your written procedures as the configuration evolves.
Optimisation reviews
A regular look at adoption, exception volumes and manual workarounds, producing a ranked list of the next worthwhile improvements.
Cadence
A predictable operating rhythm.
01
Daily
Integration health checks and triage of anything logged overnight.
02
Weekly
Backlog review, progress on in-flight changes and any emerging patterns in tickets.
03
Monthly
Reporting on volumes, resolution, exception trends and adoption, with the improvement list re-prioritised.
04
Quarterly
A wider review against business objectives, upcoming platform changes and the next phase of the roadmap.
Why support exists
Business systems drift.
Integrations break quietly, staff change, platforms release updates and workarounds reappear. Someone has to own the build after go-live.
Boundaries
What is support, and what is a project.
Defined clearly so nobody is arguing about it while something is broken.
Covered by support
Run and improve
- Faults and integration failures
- Configuration changes within scope
- Reports, dashboards and permissions
- Release impact assessment and testing
- User questions and refresher training
Handled as a project
New capability
- New process areas or modules
- New systems joining the estate
- Major migrations or restructures
- New AI or automation build
- Anything needing its own design and UAT
Commitments
Four things we hold ourselves to.
01A named owner who knows your build
Support is delivered by people who worked on your configuration, not routed to whoever is free. Context is the point of retaining a partner.
02Documentation stays current
Runbooks, integration maps and procedure notes are updated as part of each change. Support that quietly degrades the documentation is not support.
03No lock-in
Everything is built in your accounts with your credentials. Support agreements are cancellable and handover is documented.
04We flag when you no longer need us
If ticket volume drops and your team is self-sufficient, we will say so and recommend a lighter arrangement.
Inherited a system nobody supports?
We take on builds delivered by others. The first step is a review of the configuration, integrations and documentation as they stand.