Stop fighting fires. Our flexible support retainer model combines administration, proactive optimization, and an agreed escalation path. Gold Advantage includes 24/7 critical-incident coverage when contracted; routine work follows the service hours and response targets in your support plan.
Support operating model
The retainer is framed around clear coverage, escalation, proactive review, and reporting so leaders know what is included before work begins.
Service hours, request types, response targets, and exclusions are agreed up front.
Critical issues have a clear route for triage, ownership, and stakeholder updates.
Admin hygiene, permissions, apps, and workflow health are reviewed before they become fire drills.
You get structured reporting on backlog trends, risks, and optimization opportunities.
We reduce sprawl by cleaning up custom fields, workflows, and unused schemes, keeping your instance lean.
Clearer SLAs, structured onboarding, and intuitive project templates improve adoption and reduce confusion.
We review permissions, external users, admin access, and security controls against your governance requirements.
Shift from reactive hotfixes to proactive roadmapping. We align your platform with your long-term business goals.
No more tribal knowledge. We maintain up-to-date architecture diagrams and configuration guides.
Prove ROI with executive dashboards. Track backlog trends, cycle times, and operational bottlenecks.
We don't just wait for tickets. We actively harden your instance against future incidents.
Flexible packages designed to scale with your organization.
Essential Administration
Strategic Optimization
Not sure which plan fits? We'll help you decide.
The coverage, patching, and contract questions teams usually clarify before choosing a support retainer.
Gold Advantage includes 24/7 critical-incident coverage when contracted for defined outage and major-incident severity levels. Routine administration follows the service hours, response targets, escalation path, and exclusions agreed in the support plan.
Yes. For Data Center clients, we manage all upgrades and security patches. For Cloud, we manage release tracks and sandbox testing to ensure smooth updates.
We offer flexible retainer models. While many clients choose annual agreements for the best rates and continuity, we also support flexible engagement terms.