Agree the response position
What counts as an incident, who is called, and how quickly. Written into the agreement rather than assumed.
Systems are not finished at launch.
Requirements shift, volumes grow, and new problems surface. We maintain and improve the systems your business relies on, staying involved as your operation changes.
What happens after go-live.
A system that matched the operation at launch drifts from it. Volumes grow past what the design assumed. A vendor changes an interface. A process the business now runs was not in scope when the platform was specified.
Left alone, the workarounds come back, and within two years the new system is carrying the same manual steps as the one it replaced.
Managed systems is the work that prevents that. It covers keeping the platform available and keeping it current, which are two different jobs done by the same people.
What this covers.
Monitoring and incident response for availability, and continued development for the changes the operation needs. The same engineers who built the system carry it, so a change does not start with somebody reading the code for the first time.
Includes
- Monitoring and incident response
- Performance tuning and scaling
- Feature development and iteration
- Security updates and patching
- Vendor and interface change management
- Regular review against how the operation has moved
How the work runs.
Watch the system
Availability, error rates, and the volumes the design was sized against, so growth is seen before it becomes an outage.
Change with the operation
A working backlog of improvements, prioritised against what the business needs next.
Review
Regular sessions on what has shifted in the operation and what the platform should do about it.
Questions we get asked.
Is this a support contract or continued development?
Both, and they are priced together because they are done by the same people. Splitting availability from change is what produces a system nobody will touch.
Do you only support systems you built?
Taking on an existing system is possible, and it starts with a review of how it is built and what state it is in. That review is chargeable and the findings are yours whether or not the work continues.
How is it priced?
An agreed scope of response and development time, reviewed regularly. For occasional changes, project by project works. Which fits depends on how critical the system is to daily operations.
What if we want to move support in-house?
Documentation and handover are part of the arrangement rather than something bought at the end. Systems are built so another team can take them on.
Start with the problem.
Describe what is slowing the operation down. We will come back with the approach, the scope, and what it costs.
Get in touch