Most vendors leave when the system goes live. We become your ongoing team, helping your operation run more efficiently month after month, with the same people who built your system.
We look after your system for as long as you use it, not just the weeks after launch.
You work with the same people every time, so you never re-explain your systems to someone new.
The team that builds your system stays to support it.
We monitor how your system is running and recommend fixes before they become support tickets.
Response commitments are set by priority, measured from when you submit a request, and reported at every review.
We review how your system is being used today and where your team is getting stuck.
We agree on response times and priorities, then plan improvements in short cycles.
We handle requests, monitor the system and keep it stable, with the same named people every time.
We keep improving the system, including automating the manual work that's left, and scale what works across your team.
4 phases · 5 gates: kickoff → sign-off → go-live → steady state → value review
See how we work→A named, dedicated team that knows your business, not a ticket queue, with committed resources, faster response times and proactive service management from day one. Each tier scales across coverage, response speed and team capacity.
| BronzeRemote Team · Entry | SilverRecommendedHybrid Team · Mid-Market | GoldOnshore Team · Enterprise | |
|---|---|---|---|
| Coverage Hours | 3:30 AM–12:30 PM ET Mon–Fri | 9 AM – 5 PM ET Mon–Fri | 24 / 7 / 365 |
| Rec. Min Hours | 60–95 hrs / mo | 160–225 hrs / mo | 320–400 hrs / mo |
| Channel | Portal | Portal + Channel | Portal + Channel + Hotline |
| Scope | Training + Support | Training + Support + Dev (up to 4 hrs) | Training + Support + Dev (up to 8 hrs) |
| After-Hours | Add-On available | Add-On available | ✓ Included |
| Monitoring | Add-On available | Add-On available | ✓ Included |
| Onsite | 1× / quarter | 2× / quarter | 2× / month included |
| Meetings | Monthly | Bi-weekly | Weekly |
| Reviews | Monthly report | Monthly + QBR | Monthly + QBR + Annual exec |
| Reporting | Weekly backlog + SLA Monthly portal report | Weekly backlog + SLA Monthly portal report | Weekly backlog + SLA Monthly portal report |
| Team by package | |||
| Implementation Lead | 0.5 FTE · OffshorePrimary delivery for support, training | 0.75 FTE · HybridDay-to-day delivery captain across support, training | 1.0 FTE · OnshoreAnchors all delivery streams, support |
| Platform Engineer | 15 hrs reserved poolCustom dev and technical resolution drawn from a reserved monthly pool. | 0.5 FTE · OffshoreDevelopment, custom work | 0.5 FTE · OnshoreCustom development, integrations |
| Team Lead | Escalation AccessOn-call for priority escalations and monthly account check-ins. | 0.15 FTE · OnshoreAccount ownership, sprint planning | 0.5 FTE · OnshoreAccount ownership, roadmap |
| Business Systems Analyst | — | — | 0.5 FTE · OnshoreProcess design, requirements |
| DevOps Engineer | — | — | On-Call · Onshore + OffshoreProactive monitoring, alerting |
Senior oversight, our Platform Implementation Manager and Platform Engineering Manager, is included at every tier and is not billed.
Tell us what's holding you back, and we'll show you what it's costing you and fix it.