How we work
Three engagement models, and a list of who we are not for
Most agency sites describe a process nobody follows. This one describes what actually happens, including the part where we tell you not to buy.
Engagement models
Pick the shape that matches the work
Managed service
Monthly, per user or per plan
We own the outcome. Helpdesk, monitoring, patching, backup, and coverage hours, with response targets in the agreement.
- Good for
- Ongoing operational work with no natural end date — IT, security, call answering.
- Not this
- A single project with a deadline. That is not a retainer, and pricing it as one costs you money.
Project
Fixed price or time and materials
A defined piece of work with a start, an end, and a written scope. Discovery first where the scope is not yet clear.
- Good for
- Migrations, application builds, automation work, security remediation.
- Not this
- Work nobody has scoped yet. We will do the discovery first and quote from that instead of guessing.
Extended team
Monthly, per person
Capacity inside your team, working to your priorities in your systems, for a defined period. Three-month minimum.
- Good for
- Leave cover, a backlog, a deadline, or a skill you need for six months and not forever.
- Not this
- Work you would rather hand over entirely. If you want the outcome managed, buy the managed service.
The sequence
From first call to running
- 01
A call
Twenty minutes. What breaks, what it costs you, and who handles it now. If we are not the right fit, we say so on this call rather than three weeks later.
- 02
A look at what you have
For IT, an assessment of the environment. For the contact centre, your call volume and what people phone about. For software, a paid discovery ending in a written scope you own.
- 03
A written proposal
Scope, price, assumptions, exclusions, and what we need from you. Assumptions and exclusions are the parts most proposals leave out, and they are where disputes come from.
- 04
Onboarding
Two to four weeks for managed IT, two to four for a contact centre line, longer where integrations are involved. You get documentation of your own environment out of it either way.
- 05
A review rhythm
Monthly reporting, quarterly review on managed service. Weekly transcript review on anything with an AI agent in it. The review is what stops a deployment quietly rotting.
Fit
Who we are not for
This list exists because it saves both sides a sales call, and because a company willing to name its limits is easier to believe about everything else.
- Businesses under five users looking for a full managed IT plan. Onboarding costs the same at that size as at forty users, so the account never recovers it — block hours are the honest shape and we will point you there.
- Anyone whose main criterion is the lowest quote. We will not be it, and a provider who is has to make the margin back somewhere you cannot see.
- Software projects under $5,000. The overhead consumes the budget and you end up paying for process rather than software.
- Outbound sales, cold calling, or telemarketing. Our contact centre is inbound only, and that is not going to change.
- Anyone who wants a fixed price on a scope nobody has defined. That number exists. It is going to be wrong, and the argument arrives in month four.
- Businesses looking for an AI strategy rather than a specific job automated. Broad AI programmes fail at this size, and we would rather build the narrow thing that works.
FAQ
Questions about working together
What does the first call cover?
What breaks, what it costs you, who handles it now, and what you have already tried. Twenty minutes is usually enough to tell whether there is a fit, and we would rather say no on that call than write a proposal nobody should accept.
Do you lock clients into long contracts?
Managed service agreements typically run twelve months because the onboarding investment is real on both sides. Projects run to their scope. Extended team engagements have a three-month minimum. None of them have automatic multi-year renewals.
Who owns the documentation and accounts?
You do, in every engagement. Environment documentation, code, repositories, hosting, and store accounts are in your name. A provider holding your accounts has told you something important about how the relationship ends.
What happens if it is not working?
You raise it at the monthly or quarterly review, or before. If we cannot fix it, we help you move — including handing over documentation and access in a usable state. An exit handled badly is the thing everyone remembers about a provider.
Next step
Find out what this would look like for you
A 20-minute call. We ask what breaks, what it costs you, and who handles it now. If we are not the right fit we will say so.