Platform maintenance and critical bug fixes
Included in Trial, Bronze, Silver and Gold.
Try the relationship
The first sixty days are free.
Up to 24 hours of support a month, with no cost and no commitment. See how the cover feels, then choose a tier.
One engineer answers for the whole platform.
Support contracts wait for something to break, and retainers blur into a vague pot of hours. A pack covers the routine work that keeps a platform healthy and the scoped work that moves it forward, and one named senior lead answers for all of it.
A named senior lead
Ahead of the problem
Scoped work on tap
One engineer owns your platform and answers for it. You will never re-explain the platform to a stranger, and there is no script between you and an answer.
Higher tiers work in front of trouble. Monitoring sees it coming, health checks catch drift, and upgrades happen before the deadline does the scheduling.
Every paid tier includes activations each year. Health checks, readiness work, performance tuning and training, delivered by your lead or a specialist pod.
The bench behind the pack
Builders, not a support department, on the other end of every tier
Customer Success Packs
Cover that matches the platform.
Indicative pricing, confirmed in your proposal.
Up to 24 hours a month
Bronze
£8,000
per month · indicative
The platform stays healthy.
Platform maintenance and critical bug fixes · Business-hours support · Standard upgrades · Quarterly health check.
1 activation a year · 10% off additional.
Up to 80 hours a month
Silver
£26,500
per month · indicative
Problems get seen coming.
Everything in Bronze · 24/5 support coverage · Proactive monitoring · Major version upgrades.
3 activations a year · 20% off additional.
Up to 160 hours a month
Gold
£53,500
per month · indicative
Run at business-critical pace.
Everything in Silver · 24/7 support coverage · Priority SLA and dedicated office hours · Reduced project rates.
6 activations a year · 30% off additional.
Coverage by tier
Support coverage
Trial and Bronze: business hours · Silver: 24/5 · Gold: 24/7.
Upgrades and quarterly health check
Standard upgrades and quarterly health checks start at Bronze. Major version upgrades start at Silver.
Proactive monitoring
Included in Silver and Gold.
Priority SLA, office hours and reduced rates
Included in Gold.
Activations included each year
Bronze: 1 · Silver: 3 · Gold: 6.
What a year inside a pack looks like.
Cover
Always on
Maintenance, fixes and support at your tier’s coverage, from business hours to 24/7.
Steering
Monthly
Your named lead walks you through what was done, what is queued, and where the hours went.
Health check
Quarterly
A health check reads the whole platform, and the tier is reviewed against what it actually needed.
Activations
Through the year
Activations land as scoped pieces of work: readiness, performance, enablement and launch cover.
Upgrades
When versions move
Upgrades are scheduled events inside the pack, and never emergencies outside it.
Configuration, performance and security audit with a prioritised fix list.
Ties business goals to a technical roadmap and account plan.
Assesses and plans a version upgrade or cloud migration.
Focused tuning of a specific performance or workflow pain point.
Pre-go-live readiness review for a new site or feature.
Connects the platform to a key third-party system.
Targeted training and playbooks to lift feature usage.
Load planning and provisioning ahead of high-traffic events.
Where Canopy fits alongside a pack.
We keep incident support and platform stewardship separate on purpose, because bundling them is how support hours quietly disappear into build work.
Something breaks at 3am
Incident cover
See Canopy →
Nothing breaks
Platform ownership
See the tiers →
Canopy is 24/7 support: monitoring, detecting, responding and resolving. SLA-backed tiers with published response times, tightly scoped so the hours are there when the incident is.
A Success Pack is stewardship: maintenance, monitoring and upgrades, with a named senior lead and activations included every year. Canopy holds the line overnight; a pack owns the platform’s health.
What buyers ask us first.
How is this different from Canopy?
Canopy is tightly scoped 24/7 incident support that keeps the platform online, and it never quietly spends support hours on build. A Managed Service pack is broader stewardship, bundling maintenance, upgrades and a set number of scoped activations a year into a single monthly tier. Canopy covers the incident; a pack owns the platform.
What is an activation?
Scoped work beyond day-to-day support, such as a health check, an upgrade-readiness assessment or a performance optimisation, delivered by your named lead or a specialist pod. Each tier includes a set number a year, with a discount on any beyond that.
Is there a way to try it first?
Yes. Every relationship can start with a 60-day free trial of up to 24 hours of support a month, at no cost and no commitment, so you can see how the cover feels before choosing a tier.
Are the prices final?
They are indicative. Each tier’s price is modelled from the hours it includes, and the figure is confirmed in your proposal before anything is signed. Publishing the working numbers is deliberate, because you should not need a sales call to know roughly what cover costs.
Who actually does the work?
The same senior bench that builds, upgrades and rescues platforms. Every pack has a named senior lead who owns the platform and answers for it, and deeper technical activations bring in a specialist pod. There is no separate support department.
Can the tier change as the platform changes?
Yes. Cover is reviewed at the quarterly health check against what the platform actually needed, and the tier moves with it, up or down. The point of tiers is fit, not lock-in.
Trusted with the platforms behind
Nikon
Doosan Bobcat
Herbalife
British Airways
Proximus
Start with sixty days on us.
See how the cover feels, then choose the tier that matches the platform. Senior engineers behind every one.