Operational reliability after launch
Managed System Support
Custom business systems need more than launch day.
After a connected system goes live, it needs monitoring, testing, updates, workflow support, vendor/API checks, backups, bug fixes, and ongoing improvements. Managed System Support keeps the website, dashboards, automations, forms, notifications, and integrations working the way the business depends on them.
Not website maintenance. Operational support.
A brochure website can survive with basic maintenance. A connected business system is different. If your website handles leads, orders, bookings, customer records, POS workflows, dashboards, automations, or staff handoffs, support has to be part of the system.
What managed support watches after launch
Managed System Support is easier to understand when owners can see monitoring, issue handling, monthly checks, and integration review as one operating rhythm.
Support plans for different dependency levels
Pricing is shown as starting points, not universal final pricing. The correct support plan depends on system complexity, business dependency, integrations, support needs, and response-time expectations.
Website Care
Starting at $250/mo
Managed support for a public marketing website.
Professional websites without custom operational workflows.
View scope
Best for
Professional websites without custom operational workflows.
Response
Standard business-hours response. Emergency coverage is not included.
Included
- Hosting/account oversight for the existing website environment
- Uptime monitoring review and follow-up on site-down alerts during business hours
- Monthly check of contact forms, primary CTAs, and notification delivery
- Backup verification for the website files/database where the hosting stack supports it
- Basic security, dependency, plugin, or platform update review where applicable
- Up to 30 minutes/month of small text, image, or link updates on existing pages
- Monthly analytics snapshot for traffic, top pages, and conversions where tracking is installed
- Bug fixes for existing website features within the included support time
Not included
- New page designs or new custom features
- CRM, dashboard, POS, booking, ordering, or portal support
- Integration, automation, or webhook troubleshooting
- Emergency or after-hours support
System Care
Starting at $500/mo
Support for websites with connected lead, CRM, portal, or dashboard workflows.
Lead systems, CRM workflows, quote forms, client portals, dashboards, and automations.
View scope
Best for
Lead systems, CRM workflows, quote forms, client portals, dashboards, and automations.
Response
Business-hours support with routine issues handled in the monthly support queue.
Included
- All Website Care deliverables listed above
- Up to 2 hours/month for support, fixes, and small improvements to existing system features
- Monthly test of lead forms, quote forms, CRM handoffs, and key workflow checkpoints
- Dashboard and reporting spot check for broken views, stale data, or obvious display issues
- Email/SMS/internal notification test where those notifications are part of the system
- Custom database backup verification where the system uses a managed database
- Bug fixes for existing CRM, portal, dashboard, or automation features within included hours
- Basic automation monitoring for agreed lead, quote, reminder, or intake workflows
- Monthly health summary with issues found, fixes completed, and recommended next steps
Operations Care
Starting at $950/mo
Support for systems tied to daily customer, booking, ordering, or operational workflows.
Retail, restaurant, booking, ordering, POS-adjacent, entertainment, and customer workflow systems.
View scope
Best for
Retail, restaurant, booking, ordering, POS-adjacent, entertainment, and customer workflow systems.
Response
Priority business-hours support for workflow issues that affect daily operations.
Included
- All System Care deliverables listed above
- Up to 4 hours/month for support, fixes, workflow adjustments, and small improvements
- Monthly end-to-end test of booking, ordering, quote, intake, or reservation flows in scope
- POS, API, webhook, or third-party connection check where access and provider tools allow it
- Catalog, inventory, menu, ticket, or booking-status spot checks where the system supports them
- Customer-facing notification and owner/staff alert testing
- Owner dashboard review for broken metrics, stale data, or reporting issues
- Monthly workflow review covering failures, support requests, and improvement priorities
- Monthly owner report with completed work, open risks, and recommended next actions
Platform Care
Starting at $1,750/mo
Support for systems that teams use every week across operations, reporting, and admin.
Systems used daily by teams, venues, multi-location operators, restaurants, retail stores, and custom admin portals.
View scope
Best for
Systems used daily by teams, venues, multi-location operators, restaurants, retail stores, and custom admin portals.
Response
Higher-priority business-hours support with scheduled review cadence.
Included
- All Operations Care deliverables listed above
- Up to 8 hours/month for support, fixes, staff requests, reporting updates, and small improvements
- Weekly checks of agreed critical workflows, dashboards, and notifications
- Staging/testing workflow for larger changes where the project has a staging environment
- Monthly role, permission, and user-access review for supported admin/portal systems
- Advanced dashboard support for existing metrics, reports, filters, and owner views
- Staff/admin support for existing workflows, user questions, and minor configuration needs
- Integration troubleshooting and vendor coordination for supported third-party connections
- Monthly strategy call
- Quarterly improvement roadmap
Critical Operations
Custom, starting at $3,500/mo
Custom support for systems where downtime or broken workflows can disrupt revenue.
High-dependency systems where downtime, broken workflows, or failed reporting can seriously disrupt the business.
View scope
Best for
High-dependency systems where downtime, broken workflows, or failed reporting can seriously disrupt the business.
Response
Custom written SLA. Response windows, escalation contacts, and emergency coverage are defined in the agreement.
Included
- Custom support SLA with agreed response windows and escalation contacts
- Incident response process for broken critical workflows, reporting failures, or system outages
- High-priority support queue for agreed business-critical issues
- Enhanced monitoring or log review for agreed workflows, dashboards, and integrations
- Vendor/API coordination for supported third-party systems when provider access allows it
- Advanced reporting support for owner, manager, or multi-location visibility
- Support for multi-location workflows, roles, dashboards, and reporting where included in scope
- 15+ monthly support/development hours as defined in the agreement
- After-hours emergency coverage only when specifically contracted
Website Care
Starting at $250/mo
Managed support for a public marketing website.
Website Care
Starting at $250/mo
Managed support for a public marketing website.
Best for
Professional websites without custom operational workflows.
Response
Standard business-hours response. Emergency coverage is not included.
Included
- Hosting/account oversight for the existing website environment
- Uptime monitoring review and follow-up on site-down alerts during business hours
- Monthly check of contact forms, primary CTAs, and notification delivery
- Backup verification for the website files/database where the hosting stack supports it
- Basic security, dependency, plugin, or platform update review where applicable
- Up to 30 minutes/month of small text, image, or link updates on existing pages
- Monthly analytics snapshot for traffic, top pages, and conversions where tracking is installed
- Bug fixes for existing website features within the included support time
Not included
- New page designs or new custom features
- CRM, dashboard, POS, booking, ordering, or portal support
- Integration, automation, or webhook troubleshooting
- Emergency or after-hours support
System Care
Starting at $500/mo
Support for websites with connected lead, CRM, portal, or dashboard workflows.
System Care
Starting at $500/mo
Support for websites with connected lead, CRM, portal, or dashboard workflows.
Best for
Lead systems, CRM workflows, quote forms, client portals, dashboards, and automations.
Response
Business-hours support with routine issues handled in the monthly support queue.
Included
- All Website Care deliverables listed above
- Up to 2 hours/month for support, fixes, and small improvements to existing system features
- Monthly test of lead forms, quote forms, CRM handoffs, and key workflow checkpoints
- Dashboard and reporting spot check for broken views, stale data, or obvious display issues
- Email/SMS/internal notification test where those notifications are part of the system
- Custom database backup verification where the system uses a managed database
- Bug fixes for existing CRM, portal, dashboard, or automation features within included hours
- Basic automation monitoring for agreed lead, quote, reminder, or intake workflows
- Monthly health summary with issues found, fixes completed, and recommended next steps
Operations Care
Starting at $950/mo
Support for systems tied to daily customer, booking, ordering, or operational workflows.
Operations Care
Starting at $950/mo
Support for systems tied to daily customer, booking, ordering, or operational workflows.
Best for
Retail, restaurant, booking, ordering, POS-adjacent, entertainment, and customer workflow systems.
Response
Priority business-hours support for workflow issues that affect daily operations.
Included
- All System Care deliverables listed above
- Up to 4 hours/month for support, fixes, workflow adjustments, and small improvements
- Monthly end-to-end test of booking, ordering, quote, intake, or reservation flows in scope
- POS, API, webhook, or third-party connection check where access and provider tools allow it
- Catalog, inventory, menu, ticket, or booking-status spot checks where the system supports them
- Customer-facing notification and owner/staff alert testing
- Owner dashboard review for broken metrics, stale data, or reporting issues
- Monthly workflow review covering failures, support requests, and improvement priorities
- Monthly owner report with completed work, open risks, and recommended next actions
Platform Care
Starting at $1,750/mo
Support for systems that teams use every week across operations, reporting, and admin.
Platform Care
Starting at $1,750/mo
Support for systems that teams use every week across operations, reporting, and admin.
Best for
Systems used daily by teams, venues, multi-location operators, restaurants, retail stores, and custom admin portals.
Response
Higher-priority business-hours support with scheduled review cadence.
Included
- All Operations Care deliverables listed above
- Up to 8 hours/month for support, fixes, staff requests, reporting updates, and small improvements
- Weekly checks of agreed critical workflows, dashboards, and notifications
- Staging/testing workflow for larger changes where the project has a staging environment
- Monthly role, permission, and user-access review for supported admin/portal systems
- Advanced dashboard support for existing metrics, reports, filters, and owner views
- Staff/admin support for existing workflows, user questions, and minor configuration needs
- Integration troubleshooting and vendor coordination for supported third-party connections
- Monthly strategy call
- Quarterly improvement roadmap
Critical Operations
Custom, starting at $3,500/mo
Custom support for systems where downtime or broken workflows can disrupt revenue.
Critical Operations
Custom, starting at $3,500/mo
Custom support for systems where downtime or broken workflows can disrupt revenue.
Best for
High-dependency systems where downtime, broken workflows, or failed reporting can seriously disrupt the business.
Response
Custom written SLA. Response windows, escalation contacts, and emergency coverage are defined in the agreement.
Included
- Custom support SLA with agreed response windows and escalation contacts
- Incident response process for broken critical workflows, reporting failures, or system outages
- High-priority support queue for agreed business-critical issues
- Enhanced monitoring or log review for agreed workflows, dashboards, and integrations
- Vendor/API coordination for supported third-party systems when provider access allows it
- Advanced reporting support for owner, manager, or multi-location visibility
- Support for multi-location workflows, roles, dashboards, and reporting where included in scope
- 15+ monthly support/development hours as defined in the agreement
- After-hours emergency coverage only when specifically contracted
Connected systems require managed support.
For connected systems, managed support is required after launch. That protects the business, gives the owner a clear support path, and keeps the system from turning into unsupported custom software.
Simple websites may only need Website Care. Systems involving CRM, dashboards, portals, POS workflows, booking, ordering, waivers, inventory, customer data, or multi-location reporting require a managed support plan.
Support terms by system type
The support term is based on how much the business depends on the system. The more operational the system is, the more important it is to keep monitoring, testing, and support in place.
FAQ
Is support required after launch?
For simple websites, support may be optional. For connected systems involving CRM, dashboards, booking, ordering, POS workflows, customer data, automations, or integrations, managed support is required.
What is the difference between website maintenance and Managed System Support?
Website maintenance usually covers updates, backups, and small content changes. Managed System Support covers operational workflows, forms, notifications, dashboards, automations, integrations, user access, and bug fixes for existing system features.
Are support hours unlimited?
No. Each plan includes a defined amount of support/development time. Additional work is scoped or billed separately.
Do support plans include new features?
Small improvements may be included depending on the plan and available monthly hours. Larger features are scoped separately.
Do you guarantee integrations will never break?
No. Third-party providers can change APIs, permissions, pricing, and access rules. Managed support provides a clear process for monitoring, troubleshooting, and adapting when provider changes happen.
Do you provide emergency support?
Emergency or after-hours support is only included if it is specifically contracted in a higher-level support plan.
Need a clear support path for a business-critical system?
Start with the system dependency, integration needs, and response expectations. Then Andrew Ledford can match the right Managed System Support level to the way the business runs.