Applications & workflows
Maintain agreed applications and integrations, with a defined change process.
MANAGED OPERATIONS
Clear ownership.
Defined support.
Maintenance, monitoring, and operational support for specified applications, infrastructure, and workflows.
OPERATIONS & SUPPORTSCOPE VIEW
THE SUPPORT AGREEMENTCoverage. Ownership. Escalation.
Defined before the service begins.
01
Applications & integrationsMaintenance · Change control
02
Infrastructure & monitoringAlerts · Backups · Recovery
03
Incident coordinationContacts · Runbooks · Escalation
ReviewMaintainImprove
Systems → Support → Operational reviewIllustrative scope
WHAT WE CAN SCOPE
Know what is covered and who responds.
Infrastructure visibility
Scope monitoring, alerts, backups, and recovery procedures.
Incident coordination
Define contacts, escalation routes, and responsibilities for investigating issues.
Operational reviews
Review recurring issues, maintenance work, and improvement priorities.
WORKING TOGETHER
Agree the scope.
Make ownership clear.
Review the environment
Assess the systems, access, documentation, dependencies, and known issues.
Agree the support model
Define coverage, response targets, escalation, responsibilities, and exclusions.
Maintain & review
Carry out scoped maintenance and review operational findings with your team.
BEFORE WE START
Practical questions.
Is this a 24/7 support service?
Coverage hours are agreed in the support proposal. Round-the-clock coverage is offered only when the staffing and arrangement are explicitly confirmed.
Do response targets guarantee a resolution time?
No. Acknowledgment, investigation, and resolution are different stages. Response targets and any resolution commitments are defined separately, with dependencies and escalation responsibilities.
Can you support a system another team built?
We first assess the code, infrastructure, documentation, access, and dependencies. The review establishes whether the system can be supported and what initial work is needed.
Are hosting and third-party fees included?
Infrastructure, software licenses, and external provider costs are identified in the agreement. The proposal states what is included in the service fee and what is billed or managed separately.
YOUR STARTING POINT