Support and maintenance agents
Managed service
We look after systems once they are in service: monitoring them, handling routine support requests and repairing faults when they occur. It is provided as a managed monthly service with a named engineer accountable for your systems, for businesses that do not have one on staff.
Software continues to need attention after it ships. Suppliers change their interfaces and the same questions recur. Something that worked last year fails when a dependency is updated. This is the part many businesses have no plan for, and it is a common reason a system that cost a great deal stops being used.
What it covers
- Routine support requests
- The requests your team fields every week, answered automatically so that their time goes to the ones that need judgement. Anything that turns out not to be routine is escalated to a person.
- Monitoring
- Continuous checks that the systems you depend on are working, so that a fault is found before a customer reports it.
- Fault diagnosis and repair
- Faults diagnosed and fixed. A named engineer releases every change, so there is always someone accountable for what went out.
- Keeping pace with change
- Suppliers change interfaces and platforms retire features. Somebody has to notice and act on it before it becomes your outage.
- A fixed monthly cost
- A monthly figure rather than an hourly rate, so support is a line in the budget rather than an unplanned invoice.
- No lock-in
- Take it in house at any point. Everything runs on your own accounts, and handover is part of the service rather than a negotiation.