Managed Support
Ongoing operations
Named engineers, not a queue
Salesforce, Dayforce, and custom
Agreed response times
Monthly health reporting
Team
Named engineers, not a queue
Your ticket does not enter a rotation of strangers. The same two engineers hold your account, know your configuration, and answer with context instead of triage questions.
The engineer who fixed it last quarter answers again this quarter
Escalation path published in your runbook, with names
Handovers written down whenever anyone rotates
Cover Levels
Three levels of cover
Response targets we write into the agreement, not aspirations. Pick the level that matches what the system costs you when it stops.
COVER LEVEL
Standard
Priority
Critical
Next business day
4 business hours
1 hour
Business hours
Extended hours
Around the clock
Shared pool
Named lead
Lead and backup
Monthly
Monthly
Monthly plus surge
Quarterly
Quarterly
Monthly
On request
Every release
Every release, plus dry run
Releases
Ready before the release lands
Your vendors ship three seasonal releases a year whether you are ready or not. Being ready is part of the retainer, not a change order.
MARCH
Spring release
Release notes read properly, changes tested in your sandbox, and a written go or no-go before anything touches production.
JULY
Summer release
Regression run on the modules you actually use, with configuration responses staged before the vendor flips the switch.
OCTOBER
Fall release
Year-end items flagged early and scheduled, so December is administration, not archaeology.
MONTHLY DIGEST · JUNE
tickets closed
41 of 43
median first response
22 min
changes shipped
17
incidents
1 · resolved in 38 min
next month
year-end prep begins
Reporting
A report your CFO can read
One page a month: what broke, what we changed, what it cost, and what is coming. No dashboard login required.
Delivered as a PDF and a five-minute call
Trends flagged before they become budget asks