The worst part of most support contracts is the re-explaining. A ticket goes to whoever is free, and you spend the first twenty minutes describing an org they have never opened.
Ours goes to the same named engineers every time. They carry your org in their heads — the custom objects, the reason that trigger exists, which Flow is load-bearing. Fixes land faster because the context is already there, and nothing gets broken by someone who did not know what it was for.
A good support contract should be shrinking. If you are still raising the same ticket in month six, we have not done our job.
SCOPE
What the engagement includes
The same engineers, every time
One group that learns your org once. No round-robin queue, no re-explaining the same customisation to a different person each month.
Round-the-clock cover, targets published by severity
Someone is on call at any hour, every day — and the response targets are written down before you sign, so nobody is negotiating what counts as urgent while something is actually broken.
Root cause, not a workaround
We fix the thing that broke. Where a workaround is genuinely the right call for now, we say so out loud and log the real fix rather than quietly leaving it.
Changes documented as they happen
Every change recorded against the org as it is made. Your next developer does archaeology on somebody else's site, not yours.
A monthly summary worth reading
What broke, what we fixed, and what keeps coming back — because a ticket you raise every month is a design problem wearing a support hat.
An escalation path with names on it
You know who to call when it matters, and they answer. No ticket portal as the only door in.
PROCESS
How we work
01
Org read
Ninety minutes in your Setup so the team starts with context rather than acquiring it one ticket at a time.
02
Onboard
Access, runbooks and the escalation path agreed in writing. Severity definitions agreed with you, not imposed.
03
Respond
Tickets handled against the published targets by the same named engineers, with every change documented as it lands.
04
Review
A monthly summary and a call — including the recurring items we think you should fix properly rather than keep paying us to patch.
FAQ
Questions we get asked
ALL SERVICES
casperlogicOnly need us occasionally?
Support has no minimum block of hours. Tell us what breaks and how often, and we will tell you whether it is worth an agreement at all.
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