Support that starts at go-live
The riskiest moment in a solution’s life is the week after launch. The project team rolls off, real users show up with real requests, and the solution either enters a period of steady improvement or begins a slow decline that nobody notices until the workarounds outnumber the features.
Managed Support exists to make the first outcome the default. It is a continuation of the delivery relationship rather than a handoff to a queue — same team, same context, picking up the day v1 goes live and carrying the solution forward from there.
One place for everything about your solution
The engagement runs through a client portal we built for it. Your team submits tickets there and watches them move. Every change we make to your solution is logged there, so a year later the question “when did this behavior change, and why” has an answer that does not depend on anyone’s memory. And the current state of what we have built for you lives there too — one stop for the whole picture rather than a folder of status decks and an email thread.
The reason to care is accountability in both directions. You can see what you are getting. We can see what we promised. Neither side has to reconstruct it.
Reactive and proactive
Break-fix is the obvious half. Something stops working, it comes in through the portal, we fix it. Enhancements sit alongside it on a standing backlog you help prioritize, which is what keeps the solution moving with the business instead of freezing at launch state.
The half that earns the engagement is the proactive work. Platforms move underneath you — Microsoft ships release waves twice a year, connectors get deprecated, and a design that fit last year’s volume starts straining against this year’s. We watch for that: where usage has outgrown the original model, what is scheduled for deprecation, which workaround is quietly accumulating cost. Then we bring recommendations with a fix attached, early enough that the fix is a backlog item rather than an emergency.
For teams without a platform bench
Most organizations that come to us for managed support are not short on ambition, they are short on capacity. The solution runs a core part of the business, and there is no internal team that owns the platform it sits on. That is the gap this fills: a support team that already knows your environment, and a portal that keeps you informed without requiring someone on your side to manage the work.
Solutions we built, and solutions we did not
We support what we deliver, and we take over what others delivered — including pre-built and third-party solutions running on the Microsoft platform. Takeovers start with a stabilization review rather than a rebuild pitch: documentation, environment health, and the risk points, followed by several weeks aimed squarely at whatever made you go looking for a new partner.
The compounding part
Our longest client relationships run through managed support. It is where the small requests surface, where the next real opportunity gets spotted early, and where a solution built once keeps earning its place for years — a very different outcome from a project that shipped and then aged.