The thing nobody talks about in support is who takes the ticket. Most managed support means a queue, a script, and a handoff. Canopy means a senior engineer on the bench who already knows your platform.
Warm bench
Why Canopy
The part that does the continuous work.
The canopy of a tree catches the light, sheds the rain, and shelters everything underneath. It does not get rebuilt or replaced. It is maintained, watched, and kept healthy so that what it shelters can carry on. A live DXP works the same way. The replatform is over, the team is trained, the business now runs on the platform. From here, what matters is that it stays up, stays current, and stays trustworthy, quietly and continuously, every hour of every day.
Monitoring catches issues before they surface. Detection routes them. Response engages an engineer who knows the system. Resolution closes the loop. Every cycle teaches the system more about the platform it protects.
Canopy keeps the platform online. The engineering work that grows it lives elsewhere, in Grove. Support hours are never quietly spent on build, so what you pay for is what you get.
All three tiers are 24/7, all year, with response times written into the contract. The tier sets the depth: how fast, how proactive, and how much senior capacity is reserved for you.
The service
A continuous loop.
Canopy runs as a loop, not a queue. The same five nodes run in every tier. Higher tiers add depth at every node, not new nodes.
The Canopy loop Monitor, detect, respond, resolve, learn, running continuously around the live platform. Respond carries the lime mark
Fig 1 · The Canopy loop Monitor, detect, respond, resolve, learn, running continuously around the live platform. Respond carries the lime mark: a senior engineer on warm bench takes the ticket.
The tiers
Three tiers. One loop.
All three are 24/7 and SLA-backed. Coverage and channel are identical. Depth is what varies: response speed, how proactive the monitoring is, and how much senior capacity is reserved.
Cover
24/7 incident response. The shelter is up.
Watch
Cover plus proactive monitoring and a named team.
Reserve
Watch plus warm-bench engineers and reserved hours.
All 24/7
SLA-backed, all year, every tier.
P1 response: 4h · 1h · 30min
Cover, Watch, Reserve. Written into the contract.
P2 response: 8h · 4h · 2h
The same tiers, the second priority band.
Who picks up
Senior pool, then named team, then named warm-bench engineers.
Proactive monitoring
Added at Watch, deepened at Reserve. Issues caught before they surface.
In practice
The engineer already knows your platform.
Support is only as good as the person who answers. The visual below is reserved for documentary photography of the practice at work, commissioned, never stock.
On warm bench
A senior engineer who knows your platform, picking up the ticket at any hour.
Holding quote · real attributable quote to be supplied before launch
Alec Bennett · CTO, TBSCGMost managed support means a queue, a script, and a handoff. Canopy means a senior engineer who already knows your platform.
Accreditations and platform partners
AWS Advanced Consulting Partner
AWS Advertising & Marketing Technology Competency
Magnolia
Contentful
Cloudinary
commercetools
Where the agentic lift happens
Reviewed, not typed.
On the watch, agentic tooling runs the anomaly detection and filters the noise, so the alerts that surface are the ones worth waking someone for. When one does, a senior engineer picks up, not a bot, and anything the tooling drafts is reviewed before it goes anywhere: output is reviewed, not typed. The same rule governs AI across the estate.
Questions
Frequently asked questions.
Who actually picks up the ticket?
A senior engineer who already knows your platform, not a first-line script reader. Canopy runs on a warm bench of senior engineers rather than an offshore queue, so the person responding has context from the first minute.
What are the response times?
All three tiers are 24/7 and SLA-backed. P1 response is four hours on Cover, one hour on Watch and thirty minutes on Reserve. P2 response is eight, four and two hours across the same tiers.
What is the difference between the three tiers?
Coverage and channel are the same on all three. What changes is depth: how proactive the monitoring is, how fast the response is, and how much senior engineering capacity is reserved for you. Cover is incident response, Watch adds proactive monitoring and a named team, Reserve adds warm-bench engineers and reserved hours.
Does Canopy include new feature work?
No, and that is deliberate. Canopy is tightly scoped to keeping the platform online: monitor, detect, respond, resolve, learn. The engineering work that grows the platform lives in Grove, so support hours are never quietly spent on build.
Can we layer Canopy with other services?
Yes. Canopy commonly sits alongside a Grove long-term partnership, and is the natural handoff at the end of a Banyan Method replatform or a Recovery intervention. Support and engineering stay distinct, so each is scoped and priced on its own terms.
Where next
Beyond keeping it online.
Canopy keeps the platform up. When the work is to grow it or decide what comes next, these follow.
If you want it grown
Long-term Partnership Grove
If it is in trouble
Critical Intervention Recovery
If you are deciding
Strategic Advisory Advisory
Long-term engineering partnership. Sustain, maintain, enhance, for the life of the platform.
Critical intervention. Senior engineers in within days when a platform is failing.
Strategic advisory. Choosing the right next step before you commit.
Start here
Keep it online.
Three tiers, all 24/7, all SLA-backed, with a senior engineer who knows your platform on the other end. Scoped to support, priced on its own terms, never blurred into build.