Managed services
The platform does not finish improving at go-live — and neither do we.
Managed services give you a predictable monthly capacity for administration, enhancement, reporting, data operations and advisory, with clear boundaries so both sides know what is included.
Service tiers
Four commercial tiers, scoped by environment complexity rather than headcount alone.
Included capacity, response targets and pricing are agreed commercially per client. We do not present those figures as universal market standards.
Essential
Small organizations with a stable, lightly used platform
- Basic administration
- User and permission management
- Minor configuration changes
- Reporting support
Growth
Teams actively improving how they sell and serve
- Administration
- Flow changes and maintenance
- Reporting and dashboards
- Data support
- Monthly service review
Advanced
Multi-system environments with integrations and release cycles
- Automation development
- Integration support
- Release management
- Strategic optimization
- User training
Enterprise
Complex environments needing dedicated capacity and governance
- Dedicated capacity
- Architecture advisory
- Governance and change control
- Release coordination
- Executive reporting
- Formal service reviews
How tiers are priced
Service scope, environment complexity, number of users, monthly service hours, response requirements, consulting capacity and number of platforms all feed the monthly fee. Each agreement states included capacity, rollover treatment and how out-of-scope work is handled.
Boundaries
What sits inside managed services — and what becomes a project.
This distinction protects delivery quality and profitability, and prevents uncomfortable conversations later.
| Managed services | Project work |
|---|---|
| Small improvements and configuration changes | Large new features and modules |
| Routine support and troubleshooting | New platform implementations |
| User and permission administration | Major integrations |
| Minor automation and flow maintenance | Large data migrations |
| Report and dashboard changes | Significant redesign or re-architecture |
| Release regression checks | Programme-level transformation work |
Support model
Cases, categories, severity and escalation — handled consistently.
Channels and lifecycle
Requests arrive through the client portal, support email or service desk and become a Case in CRM.
- New
- Assigned
- In progress
- Waiting on customer
- Resolved
- Closed
Queues separate Salesforce support, integration support, data issues, billing and general requests.
Captured on every case
- Customer, contact and affected service
- Category, subcategory and environment
- Priority and severity
- Owner, status and service level target
- Resolution and root cause
- Satisfaction response after closure
Service levels
Severity definitions, response targets and resolution expectations are illustrative until agreed in your service schedule. They should reflect capacity you can genuinely staff — an unachievable service level is worse than an honest one.
Quarterly business review
The most valuable hour of the quarter for both sides.
A structured review keeps the account visible, surfaces risk early, and is where most expansion work originates.
- System health and technical debt movement
- Support performance against agreed service levels
- User adoption and training needs
- Open risks and mitigation owners
- Automation and data quality opportunities
- Upcoming platform releases and impact
- Business changes on the horizon
- Enhancement roadmap and strategic recommendations
Next step
Turn an implementation into a relationship with predictable cost and visible progress.
We will map your current support demand against tiers and tell you which one actually fits.