Every tweak becomes a ticket
Each small change joins a queue with no priority and no deadline. What would take an hour waits three weeks.
"I raised the ticket in March. I am still waiting."
Managed support & AMS
Go-live was the beginning. Someone has to own what comes after
Support, governance and continuous evolution for the CRM, ERP and service desk already running in your operation. With an SLA, a fixed fee, and without becoming a dependency.
Client instanceUnder managed support
99.95%
availability
2h14
first response
0
open incidents
This month activity
- 14:02governance12 idle licences identified
- 11:40supportticket #4821 resolved in 1h07
- 09:15evolutionobsolete field removed from the form
- 08:30governanceinstance documentation updated
- yesterdaysupportroot cause recorded on incident #77
Monthly cycle72%
18 of 25 backlog items delivered
96%
client retention
1 business day
SLA for first response
0
charges per individual ticket
Platforms we sustain
SalesforceHubSpotZendeskSAPTOTVSPipedriveRD StationOmieBlingFreshdeskIntercomMonday.comPower BIZapier
What happens after go-live
Nobody switches the platform off. It just quietly falls behind.
The decay is slow and silent. By the time somebody notices, it has already become a rescue project.
The platform has no owner
Whoever configured it left the company. The team uses it, nobody administers it, and each department invented its own way.
"Nobody knows why that field exists, but everyone is afraid to delete it."
A bill that only grows
Licences renewed on autopilot, inactive users paying for seats, and a module bought that was never switched on.
"At contract renewal we found out we were paying for 40 extra seats."
Frozen on rollout day
The vendor ships new features every quarter and your configuration is still the one from two years ago.
"We found out at a conference that it had existed for a year."
Managed support
Someone looking after your platform before you need to open a ticket.
What we do every month
Three continuous tracks. Not a ticket hotline.
Managed support is not waiting for you to raise a ticket. It is having someone watching the platform with defined priority and rhythm.
Support
Operations & incidentsSomeone who already knows your setup.
Tickets answered by people who know how your operation was built, so you do not re-explain the context every time.
Deliverables for this track
- First-response SLA defined in the contract
- Direct channel to people who know your instance
- Incident fixes with root cause recorded
- Configuration changes within the monthly fee
- Monthly report of tickets and resolution times
Case · high-volume operation continuously sustained
Governance
Control & costThe platform does not become a patchwork.
Configuration standards, licence and permission reviews, and the discipline to keep the environment from degrading over time.
Deliverables for this track
- Periodic review of licences, users and idle seats
- Naming, field and permission standards
- Cleanup of automations and fields nobody uses
- A living instance document, always current
- Renewal alert before the contract anniversary
Deliverable · licence and cost inventory reviewed quarterly
Evolution
Roadmap & improvementThe platform keeps up with the business.
A backlog prioritised with you, new vendor features assessed, and improvements delivered on a predictable rhythm.
Deliverables for this track
- Backlog prioritised together with your leadership
- Assessment of the new features the vendor releases
- Improvements delivered on a monthly cycle
- Refresher training whenever something changes
- Adoption indicators tracked over time
Case · −41% handling time, sustained over time
How it starts
Four phases. From the current mess to a monthly rhythm.
Before taking over support, we need to understand what is live. Nobody sustains well what they do not know.
- 1Week 0
Diagnostic
A 30-minute conversation about the platforms in production, the volume of demand and where the operation is hurting. Free, no strings.
- 2Weeks 1–2
Inventory
A survey of what is configured, which licences are in use, which automations are active, and the technical debt left by the rollout.
- 3Weeks 2–3
Stabilisation
Fixing what is broken, cleaning up what is unused, and documenting the instance as it actually is today.
- 4Monthly
Continuous rhythm
A monthly routine of support, governance and evolution, with a backlog prioritised together and a report of what was delivered.
What the contract covers
Clear scope. A monthly fee with no surprises.
Managed support only works if you know exactly what you are buying and can leave whenever you want.
Service
- SLA for first response and for resolution
- Direct channel, no generic tier-one queue
- Coverage hours defined in the contract
- Named escalation path for critical incidents
Scope
- Monthly hours or requests made explicit
- What counts as support and what counts as a new project
- No charges per individual ticket
- Overages approved before they become cost
Transparency
- Monthly report of what was delivered
- Backlog visible and prioritised with you
- Instance documentation always current
- Review meeting on a fixed cadence
Exit
- Monthly contract, no long lock-in
- Documentation delivered and kept up to date throughout
- Structured handover if you want to bring it in-house
- Access and credentials always in your name
If your team grows enough to handle it alone, the handover is part of the service. Managed support exists so you are never stuck — not so you cannot leave.
Results
Platforms sustained. Real operations.
Operations we sustain
See all cases→Some of the companies we serve
Before you decide
What people ask before signing up.
Yes, and that is most of our cases. We start with an inventory: what is configured, what is broken and what became technical debt. Only then do we take on the monthly rhythm, so we never promise an SLA on something we do not yet know.