Managed Support & Outsourcing
Your technology team, on call.
Launching is the start. Systems need patching, users need help and priorities keep shifting. We provide support and extra engineering capacity from our global team, with defined service levels and a named lead who knows your environment.
At a glance
Best for
Businesses that need ongoing coverage without building a full in house team.
Starting point
A support assessment and onboarding plan
Delivery
Global team, shared or dedicated to you
You'll work with
A service delivery manager, support engineers and a dedicated team
The problems we solve.
Support rests on one person
Support depends on one person who might leave.
Patches wait until something breaks
Updates and patches get postponed until something breaks.
No cover outside office hours
Issues arrive outside office hours and wait until morning.
Developers for a year, not forever
You need developers for a year, not forever.
Six things you can point to when we are done.
Helpdesk and application support
Tiered support for users and applications, with tracked tickets and clear response targets. AI assisted triage speeds up routine requests.
Monitoring and incident response
Alerts, triage and fixes across time zones, with root cause reviews after incidents.
Dedicated teams
A team that works only on your roadmap, led by a delivery manager from us.
Staff augmentation
Individual engineers, designers or analysts added to your team.
Maintenance and upgrades
Scheduled patching, dependency updates and version upgrades, so nothing falls behind. For AI systems, this includes model monitoring and updates.
Service reviews and documentation
Monthly reviews against agreed service levels, and living runbooks.
Typical tools and methods
Five steps, each with something you can review.
01Assess
We inventory your systems, users, risks and current support arrangements.
02Onboard
We document the environment, set up access and tooling and agree service levels.
03Transition
We shadow your current process, then take over in stages.
04Operate
We respond, monitor, maintain and improve.
05Review
We review service levels, trends and costs every month.
What changes for you?
The result, in plain terms.
Fewer surprises
Monitoring and scheduled maintenance catch issues before your users do.
Coverage beyond office hours
Our global team shares the load across time zones.
Capacity that flexes
Add or reduce engineers as priorities change, under terms agreed in advance.
Questions, answered.
Quick answers to what clients ask us most about Managed Support & Outsourcing.
What are your response times?
They're set per client in a written service level agreement, based on severity, and confirmed before work starts.
Can we scale the team up or down?
Yes, with 2 weeks' notice. There's no long lock in on monthly support and dedicated team arrangements.
Do you support systems you did not build?
Yes. We begin with an assessment and documentation before taking over.