Services · Operations

The best support call is the one nobody had to make.

Shared support services for your live AI and automation estate — agents, bots, applications and assistants — run proactively, improved continuously, and priced against a shared pool rather than a dedicated team.

01 — The difference

Proactive, not reactive

Once agents and bots are in production, they need continual monitoring and management — to mitigate exceptions, avoid the risk of downtime and identify opportunities for optimisation. Most support arrangements only do the first of those, and only after something breaks.

Break-fix support

Waits for the business to notice

A process fails, someone in finance chases it, a ticket gets raised, and the clock starts from the moment a person happened to look. Nothing gets better between incidents.

The business is the monitoring system
Resolution time measured from discovery, not failure
Recurring faults recur
No optimisation, only restoration

Proactive operations

Catches the drift before the failure

The estate is watched continuously. Exception rates, run times and utilisation are tracked against benchmarks, so a degradation is picked up as a trend rather than an outage — and the fix is applied before anyone downstream is affected.

Alerting on drift, not just on failure
Tickets raised by us, usually before you see them
Root causes closed, not repeatedly patched
Continuous improvement built into the retainer

Restoration is table stakes. What you should be buying is fewer incidents next quarter than this one.

02 — Our tooling

RiSOLVE, on Microsoft Copilot

RiSOLVE is our proprietary support assistant, built into Microsoft Copilot so our engineers work where they already are. It reads the signal from your estate, recommends the fix, and tracks the ticket through to closure.

Recommendations

When something drifts, RiSOLVE proposes the resolution — grounded in what has been diagnosed and fixed before, across every estate we run.

Ticket tracking

Every issue raised, assigned, worked and closed in one place, with the history attached — so status is a query rather than a standup.

Inside Copilot

No separate console to learn or log into. The assistant lives in the tooling your organisation has already licensed and secured.

The effect is consistency: the same quality of diagnosis at 3am on a Sunday as at 11am on a Tuesday.

03 — The model

Shared services, without shared quality

Very few estates need a dedicated support team, and almost none can justify paying for one around the clock. Our shared support pool gives you senior coverage at a fraction of dedicated cost — because playbooks, assets and RiSOLVE carry the repetitive part, not headcount.

Shared support services

Your estate covered by a pooled team working to your playbook. Extremely competitive on price, with the same engineering standards as a dedicated arrangement.

Estates of any size wanting full coverage
Predictable monthly cost
Getting senior skills you could not justify full-time

Dedicated support services

A named team assigned to you, embedded in your ways of working and available on your terms.

Large or highly regulated estates
Strict data residency or access constraints
Deep, ongoing change alongside run

Customised

A blend — shared cover for the routine, dedicated capacity for the parts that need it.

Mixed criticality across processes
Seasonal or campaign peaks
Transitioning from one model to the other

04 — Coverage

The whole estate, not just the bots

Whatever was implemented, we run — whether we built it or not.

AI agentsand multi-agent workflows

Run traces reviewed, tool failures caught, grounding and recommendation quality monitored against your evaluation set.

RPA botsscheduled and event-driven

Utilisation, exception rates, run times and queue depth tracked against established benchmarks.

Intelligent applicationslow-code and custom

Workflow health, SLA breaches, integration errors and the requests stuck waiting on someone.

Virtual agentscustomer, supplier and employee

Containment, escalation and unanswered-question trends, feeding back into what the assistant needs to know.

Document pipelinesextraction and classification

Accuracy drift when a vendor changes a format, and the exception queue before it becomes a backlog.

IntegrationsERP, CRM and line-of-business

Credential expiry, API changes and upstream outages — usually the real cause when several things fail at once.

The assets behind the service

RiSOLVE

Recommendation and ticket tracking, on Microsoft Copilot.

BOT Utilisation Tracker

What is running, how hard, and where the headroom is.

Alert Engine

Thresholds and drift detection tuned per process, not per platform default.

Log Analysers

Turning run logs into a cause, rather than into an afternoon of reading.

Code Insight

Reviewing the estate's quality and standards, including automation we did not write.

Management Reporting

The handful of numbers that tell your leadership whether the estate is healthy.

05 — Getting started

Four steps to take over an estate

A structured transition that keeps the business informed throughout, whether the estate is ours or inherited.

01Collect datawhat runs, how often, and what has been failing

02Analyse & validateconfirmed with the people who own the processes

03Establish benchmarksand build the support playbook against them

04Execute the playbookthen improve it, every month it runs

Step four is where most support arrangements stop. It is where ours starts earning its fee.

Get started

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Enterprise AI strategy & implementation
Intelligent Process Automation
Agentic AI & Virtual Agents