Support and Maintenance

The version of "support" that most vendors sell is essentially a ticketing portal with a 48-hour SLA attached to it. That model works fine for software you boot up and use occasionally. It doesn't really hold up for an AI system that's making decisions on your behalf every minute of the day.

What we run instead is an operations team that treats your deployment like a piece of infrastructure they're on call for, mostly because they actually are.

What "proactive" means here

• We see issues before you do. Drift, latency spikes, throughput anomalies, and failed integrations all show up in our team's queue rather than yours.
• We fix them quietly. Most production issues never end up as tickets you have to see, because they get resolved before they ever become user-visible.
• You get a regular write-up. What ran, what changed, what we caught, and what we're currently watching. There's no mystery box.
• When something genuinely needs you, you get a person. Not a portal. An actual human who knows the specifics of your deployment.

What ongoing maintenance actually looks like

Models drift over time. APIs change without much notice. Vendor behavior shifts. The shape of your data evolves as your business changes. None of those things should break the deployment, because we're tracking each of them and adjusting accordingly. Retraining happens on a planned schedule. Library upgrades and security patches happen on a planned schedule. Your team finds out about most of it through the regular report.

What we're aiming for

The deployments we're proudest of are the ones our customers eventually stop thinking about. The system runs, the work gets done, the bill comes in once a month, and nobody on their side ever has to wake up because of it. That's roughly the bar.

Talk to us about how we'd run yours.