Support and customisation after handover — structured so that you keep end-to-end control of the systems rather than gradually transferring it back to us.
This distinction matters and it is not merely rhetorical. A conventional managed service works because the provider holds knowledge and access the client does not. Ours works because your staff were trained, the configuration is documented, and the software is open source — so the support agreement is something you buy while it is useful, and stop when it is not.
Customisation with official plugins
Every platform we deploy has an ecosystem of official and community plugins. Most estates run at defaults because nobody had time to evaluate what was available.
- Evaluation and selection — which plugins are maintained, which are worth the additional surface area, and which duplicate something you already have.
- Installation and configuration — deployed and configured to your process rather than enabled and left.
- Integration with your systems — connecting plugin capability to your directory, monitoring or reporting.
- Custom extension development — where an official plugin does not exist and the requirement genuinely warrants it. We will usually try to talk you out of this first.
Scaling as the estate grows
Systems that were correctly sized at deployment stop being correctly sized. Ticket volume grows, monitored hosts multiply, databases accumulate history. Scaling work is the most common reason clients come back.
Support agreements
Support is offered in tiers so you buy the response commitment you need rather than the one that sounds most reassuring.
Advisory
Access to our engineers for questions, configuration guidance and periodic health review. Suited to teams running the system confidently who want a second opinion available.
Operational
Defined response commitments for incidents, plus patching, version upgrades and configuration changes. The most common arrangement.
Extended
Operational cover with out-of-hours response and scheduled proactive work — restore drills, DR exercises, capacity review. For systems where unavailability has a direct cost.
Specific response times and coverage windows are agreed per client against the criticality of the systems involved, and written into the agreement rather than described in general terms.
What you keep regardless
- You own the data, the configuration and the workflows.
- You decide how and when the system changes.
- The software is open source — no licence expires and no vendor can withdraw it.
- Your staff are trained and the configuration is documented, so you can operate without us.