Responsive support with account management and quarterly technical account reviews.
Daily and weekly platform checks across pipelines, performance, and errors.
Observability for data quality and performance alongside FinOps and security guardrails.
Operational readiness and knowledge transfer, discovery-fed by FDA/FDE.
Intensive support from go-live to stable operations.
Longer-term run-state with tiered BAU days.
Coverage shown below; commercials confirmed in the readiness review.
| Tier | Coverage | P1 / P2 response | Checks |
|---|---|---|---|
| Bronze | Mon-Fri 09:00-17:00 | 4h / 6h | Weekly |
| Silver | Mon-Fri 09:00-17:00 | 3h / 4h | Weekly |
| Gold | 24x7 | 2h / 4h | Daily + weekly |
Work over 6 days is scoped as a separate project.
Runbooks and a reusable pattern catalogue.
RBAC/ABAC and audit trails.
Cost visibility and control.
Predictable, low-friction operations.