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Managed Support
Go-live is the middle of the engagement, not the end of it.
Business value almost never appears on launch day. It appears in month four, when adoption is real, the edge cases are handled and the model has been tuned against actual behaviour. That is precisely when most partners have already left.
24/7
coverageKathmandu, Amsterdam and Sheridan
15 min
P1 responseContractual first response on critical issues
99%
retentionClients who continue with us after project one
The model that was accurate in March and wrong by September.
A demand forecasting model went live performing beautifully. Six months later its recommendations had quietly become unreliable. Nothing broke, no alert fired, no ticket was raised. Consumer behaviour had shifted, two competitors had changed pricing, and a supplier had altered lead times. The model was answering last spring's question with great confidence.
This is why we treat support as an ongoing engineering discipline rather than a helpdesk. Model drift monitoring, retraining schedules, evaluation suites and monthly value reporting are part of the service — because an AI system is a perishable asset in a way that a database table is not.
The same applies to conventional software: usage patterns move, volumes grow, integrations change beneath you. Value decays unless somebody is responsible for maintaining it. We would rather that somebody be contractually us.
Every other vendor's involvement ended at launch. Golden's monthly value report is the reason our programme still has funding.
Six services that keep value from decaying.
Coverage can be arranged for systems we built and for systems we inherited from someone else.
Application support
Tiered support with contractual response and resolution targets, root-cause analysis on recurring issues and a visible fix backlog.
Site reliability engineering
On-call, incident command, SLO management, capacity planning and the post-incident work that stops the same outage recurring.
AI model operations
Drift detection, retraining, evaluation regression, prompt and policy versioning, and cost-per-decision monitoring for live AI systems.
Data pipeline operations
Freshness and volume monitoring, failure recovery, schema-change handling and cost management for the pipelines your reporting depends on.
Security operations
Patching, vulnerability management, dependency updates, access review and audit evidence maintained continuously rather than before inspections.
Continuous improvement
A funded monthly allocation for enhancement, prioritised against the value model so improvement follows business return rather than the loudest request.
Why support is a value service, not a cost line.
Each of these is written into the engagement as a number with an owner, a baseline and a review date.
OUTCOME 01
The value case keeps holding
Systems degrade quietly: models drift, integrations rot, usage patterns move. Active ownership is the difference between a business case that holds for years and one that quietly expires.
OUTCOME 02
Incidents stay small and short
Practised on-call, real observability and blameless post-incident review compress both frequency and duration of outages — which for transactional clients is directly monetisable.
OUTCOME 03
Improvement compounds
A funded monthly improvement allocation, prioritised against value, produces more return over two years than most clients' original build did, because it is aimed at evidence rather than assumptions.
What a support engagement includes.
- Named support team with defined escalation and a technical owner
- Documented service levels for response, resolution and availability
- Monitoring, alerting and on-call rotation configured to your risk profile
- Monthly service review covering incidents, backlog and value delivered
- Funded improvement allocation prioritised against the value model
- Quarterly architecture, security and cost review
The engineering underneath.
Numbers from work already in production.
Measured against the baseline agreed with the client before the engagement started.
15 min
P1 first responseContractual, across all support tiers
99%
Client retentionClients continuing after the first engagement
−58%
Mean time to recoveryFirst year under our SRE practice
What operations and finance leaders ask.
- 01. Will you support a system you did not build?Yes, following a takeover assessment covering code quality, documentation, monitoring and risk. We will tell you honestly if a system needs remediation before it can be supported to a sensible service level.
- 02. How is this priced?A retained monthly fee based on scope, coverage hours and service levels, with the improvement allocation stated separately so you can see what you are buying. Outcome-linked components are available where a metric can be measured cleanly.
- 03. Can our team stay involved?Most clients keep ownership and use us for out-of-hours coverage, escalation and specialist AI operations. We are comfortable in a supporting role and document accordingly.
- 04. What happens if we want to leave?You keep everything and we run a documented handover. There is no proprietary layer and no held credentials — our engagements are designed to be endable, which is why so few clients end them.
Where to go next.
Ask who is responsible for your value case next year.
A support assessment reviews your live systems, identifies the decay risks and proposes coverage matched to what an outage or a drifting model would actually cost you.
