When is support after implementation useful?
A working solution may need changes when new documents, an ERP update or user requirements appear. Support is worth considering when:
- Documents and data change. A new order layout or product naming scheme makes extraction harder.
- Your ERP or another system is updated. You need to check that data exchange still works correctly.
- AI results need more corrections. The cause needs investigating and the solution needs adapting.
- Workload or usage costs increase. You want to understand what drives processing demand and spending.
- Your team needs a support contact. Someone who knows the solution and can handle a problem report.
What does AI and automation maintenance include?
We tailor support to the solutions we have implemented or taken over. It can include:
- Operational monitoring. Checking document processing, data exchange and errors at selected points.
- Troubleshooting. Finding the cause, fixing the problem and checking the result.
- Adaptation to changes. Updates, new document formats and minor fixes.
- Performance and cost reports. The number of cases processed, exceptions, corrections and AI spending, where relevant to the solution.
- Help for new users. Instructions and training on using the solution (with the development option).
- Quarterly process reviews. Assessing operation and suggesting further improvements (with the development option).
Support can also cover .NET applications, MSSQL databases and integrations. We define the exact scope and work allowance before the engagement begins.
Maintenance or development: which option should you choose?
Maintenance supports your current solution. Development adds time for new features and further improvements.
The price depends on the number of solutions, support requirements and work allowance. Licence, AI model and infrastructure costs are shown separately. You can find details about charging for changes below and in the FAQ.
How do we handle problems after implementation?
You report a problem through the agreed channel. We investigate its cause and impact on work, make a fix and test the result. If the problem is with your ERP, infrastructure or an external service, we work with the responsible provider.
Example scenario: a new order format
A customer of your business starts sending orders in a different PDF layout. Drafts prepared by your order automation need more corrections. We review the documents, adjust extraction and test it on subsequent orders to assess whether the number of corrections has decreased.
What does a quarterly process review provide?
With the development option, once a quarter we discuss results, user experience and new needs. We look for the causes of remaining corrections or delays and assess operating costs.
You receive improvement suggestions with an assessment of benefits and a quote. You decide which are worth implementing and in what order. If a new area needs investigation, we can start with process analysis.
How do we start and agree the support arrangements?
You can choose support when the implementation is handed over. We first review a solution from another supplier to understand its condition and prepare a maintenance proposal.
Before starting, we define the following in the agreement:
- the solutions covered and the monitoring and reporting scope,
- the work allowance, how errors are handled and pricing for additional changes,
- support hours, the reporting channel and response time,
- responsibility for infrastructure, backups and external services.
We quote for larger changes and work beyond the allowance before carrying them out. This also applies to the development option. Support covers specified solutions; your IT department or provider handles general computer, network and account support.
A subscription is optional. If your team or another company takes over maintenance, we prepare documentation and instructions within the agreed scope. See how we work.