Product
Support
The answer to what happens after go-live. Monitoring, incident response and enhancements for pipelines, ERP interfaces and reporting - whether or not we built them.
What we cover
What we keep running
Support is scoped against a named list of pipelines, interfaces and reports, so both sides know exactly what is covered from the start.
Data pipeline monitoring
Loads watched for completion, timeliness and row counts - including the partial run that finishes without raising an error.
Incident response
When an incident occurs we investigate, recover and write up the cause, so the same one does not return next month.
ERP interface support
Extracts and interfaces kept running through patches, upgrades and schema changes as the ERP evolves.
Reporting and refresh support
Dashboards, semantic models and scheduled refreshes kept working, including the gateway and permission configuration most outages trace back to.
Data quality watch
Reconciliation and quality checks monitored continuously, so any divergence surfaces in days rather than at year end.
Enhancements
Small changes and improvements delivered from a monthly allocation, without a new contract for every request.
Service levels
Three tiers
Priced monthly against an agreed scope of pipelines, reports and interfaces. Move up or down with a month's notice.
Monitor
We watch it and tell you when it needs attention. Your team handles the rest.
- Pipeline and refresh monitoring
- Alerting routed to your team
- Monthly health report
- Business-hours contact for questions
Respond
We watch it and resolve it. Defined response times, with someone reachable when a load needs attention.
- Everything in Monitor
- Incident response against agreed response times
- Load recovery and reruns
- Cause written up, not just cleared
- Extended cover for overnight batch windows
Evolve
We run it and keep improving it, with an allocation of development days each month.
- Everything in Respond
- An agreed number of enhancement days monthly
- Small changes without a new statement of work
- Quarterly review of cost, performance and risk
- Roadmap input as the estate changes
How it works
Scoped, then measured
Support works when both sides agree what is covered. We settle that first, in writing, and report against it monthly.
- A named list of what is in scope, agreed up front
- Response times defined per severity level
- A single channel for raising incidents
- Monthly report on incidents, causes and trends
- Runbooks kept current as the estate changes
- Your team keeps full access - nothing is locked away
Fit
When this is right, and when it is not
A good fit when
- Something critical runs overnight and you want it covered after hours
- The person who built it has left, or is about to
- Your team can build but has no capacity to run
- You want a known monthly cost instead of emergency day rates
Probably not when
- You need full-time embedded staff rather than a service
- The estate is not yet documented - start with an assessment
- Nothing has been built yet, so there is nothing to run
Tools
Want someone watching it?
Tell us what runs overnight and what depends on it. We will scope a tier around it.