Managed Support & Enhancement: Ownership That Outlasts Go-Live
Go-live is the halfway point. Apps, flows, and agents earn their keep in the years after launch, which is also when owners change roles, connectors update, licenses shift, and small annoyances quietly become workarounds. The support and enhancement retainer is the Distribute stage of the GRID as a service: your Microsoft-platform estate monitored, owned, and improved month over month, so the systems your business depends on have someone accountable for them every month, not just the month they shipped.
What the retainer covers
Monitoring and exception handling.
Failures announce themselves to us, not to your business. Errors get caught, triaged, and fixed — and recurring ones get engineered away instead of re-ticketed.
A real support path.
When something misbehaves, your people have a named place to go and a team that already knows the system — no cold starts, no re-explaining the estate to a rotating bench.
Enhancement, month over month.
Small improvements ship on a steady rhythm instead of piling into "phase 2, someday": the new field, the extra approval branch, the report the team keeps asking for.
Standards enforcement.
Everything under the retainer is held to the Ø Standard — owners stay named, credentials stay off personal accounts, documentation stays current as things change. The estate doesn't drift back into the state you hired us to fix.
How it runs
Nothing we ship ends at a handoff with no support path — that would fail our own standard.
Onboard.
We inventory what's covered — apps, flows, agents, connections, owners — and run each item through the Ø Standard. Gaps found at onboarding become the first fixes, so support starts from a known-good baseline instead of inherited mystery.
Operate.
Monitoring on, support path live, fixes handled by people who know the estate. You see what happened and what changed — plainly, on a regular rhythm, not buried in a portal.
Improve.
An enhancement backlog you control, worked steadily. The estate gets better every month, and the backlog's priorities are yours — our job is honest sizing and clean delivery, against the standard.
Who it's for
- Organizations coming out of a migration, rescue, or build who want the result to stay healthy
- Estates full of citizen-built apps that became critical — valuable, fragile, and unowned
- Teams with no internal Power Platform specialists, who need the capability without the hire
- IT teams that can handle the everyday but want senior depth behind them for the hard failures
- Anyone whose last consultant left behind systems that only that consultant understood
The honest boundaries
The retainer is ongoing ownership of systems — it is not staff augmentation. If what you need is a senior person embedded in your team's projects and priorities, that's the dedicated consultant model, and we'll route you there rather than stretch a retainer past its shape. In the other direction: if you have one stable app with a capable internal owner, you don't need a retainer: the Ø Standard is published; run the checklist yourself, and call us only if it finds something. And the retainer is built to be exitable on purpose: documentation a stranger could operate from means you're never held hostage by what we know — which is exactly why clients stay.
What it costs
Retainer pricing is scoped to what's covered — the size, criticality, and current health of the estate — not pulled from a rate card that ignores all three. The onboarding inventory is what makes the number real: you'll see what's covered, what it costs, and what it would cost to change the scope. The reasoning behind our pricing model — what's published, what's scoped, and why — is on the pricing page, and the fastest way to a real number is to tell us what you're running; we respond within one business day.
Support FAQs
How is this different from the dedicated consultant model?
Direction of ownership. A dedicated consultant works your backlog inside your team; the retainer means we own the health of defined systems — monitoring, support, and enhancement, with accountability for outcomes rather than hours. Plenty of clients use one, then the other, as the work changes shape.
Can you support things you didn't build?
Yes — that's most of what we support. Inherited estates usually enter through a rescue or a Health & Governance Gauge first, so coverage starts from a verified inventory rather than optimism.
What's the response model?
Defined in the retainer agreement, in plain terms, before you sign — what's covered, how issues are raised, and how quickly work is picked up by severity. What we won't do is advertise a marketing SLA here that the contract doesn't back.
Do we become dependent on you?
The design goal is the opposite. Documentation stays current, access stays yours, and the Ø Standard keeps every covered system operable by a stranger — including a future you without us. Retainers should be renewed because they're valuable, not because leaving is scary.
Can enhancements grow into bigger work?
Yes, and the seam is explicit: small improvements live inside the retainer; a nameable outcome with real scope becomes a project, priced on its own. You'll never find a rebuild smuggled into a support invoice.
When can it start?
Any time there's something worth covering: most naturally right after a migration, build, or rescue, while the system is healthy and documented. Starting from a messy estate works too; onboarding just begins with more fixing. Either way, the first step is a conversation, answered within one business day.