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RPA managed services & bot support

Keep work moving.
With support that fits.

Robotic process automation (RPA) support and maintenance, bot monitoring and incident response, with clear ownership for your production workflows.

Find your support option Discuss your support needs
Support coverage and engineering capacity agreed with you.
Clear ownership across your team

Know what needs attention.
Know who will act.

Operations & process owners

Understand affected transactions, any manual action needed and when to expect the next update.

IT & application owners

Get a documented diagnosis and escalation path when recovery depends on access, infrastructure or upstream systems.

Automation & CoE leads

See recurring issues, engineering effort and change priorities alongside your delivery demand.

Three ways to work with us

The support you need.
The scope you agree.

Choose incident-led maintenance, proactive monitoring or additional engineering capacity. Coverage, response targets, hours and commercial terms are agreed for your workflows.

Maintain established workflows

Standard RUN

For stable automations where your team raises incidents and needs an agreed route to engineering support.

Primary focus Incident-led maintenance
  • Incident investigation and agreed fixes
  • Selector updates and exception diagnosis
  • Validation and release of approved maintenance changes
What your team receives

A clear route from a reported issue to diagnosis, an agreed action and a documented resolution or escalation.

Discuss Standard RUN
Make production issues visible

Proactive RUN

For operations that need agreed monitoring checks and regular attention to recurring exceptions.

Primary focus Monitoring and maintenance
  • Agreed queue, run and failure monitoring
  • Incident triage within the coverage window
  • Recurring-issue review and prioritized improvements
What your team receives

Visibility into failed or delayed work, with owners for incident follow-up and recurring problems.

Discuss Proactive RUN
Extend your operating team

CoE Pod Extension

For automation teams that need a scoped engineering allocation across maintenance, upgrades and an agreed change backlog.

Primary focus Engineering capacity and change support
  • Prioritized maintenance and change work
  • Agreed platform or dependency assessments
  • Release coordination and knowledge transfer
What your team receives

An agreed engineering backlog, visible use of allocated hours and clear handovers to your internal owners.

Discuss CoE Pod Extension

Clear expectations, from the start.

The proposal defines support hours, time zone, monitoring checks and escalation contacts. Monitoring does not mean someone is available to respond outside the agreed window.

Coverage, response targets and resolution

Your proposal identifies the automations in scope, response and update targets, engineering allocation and exclusions. A response target defines when an issue is acknowledged and triage starts. Restoration or resolution depends on the incident, available access and application or infrastructure dependencies.

RPA support onboarding & handover

Make the handover
a confident one.

We assess existing automations, whether built by your team or another provider, before accepting the support scope.

Explore BUILD & RUN handover

  1. Review the current setup.

    Identify process owners, platforms, source access, runbooks, monitoring, known defects and representative incident history.

  2. Agree the boundaries.

    Define coverage, permissions, change approval, business exceptions and responsibilities for third-party systems. Assign onboarding gaps before they block support.

  3. Confirm operating readiness.

    Verify access, alert routes, escalation contacts, recovery procedures and reporting. Confirm the support start and handover with the operating owner.

Automation incident management

An incident.
A clear next action.

Technical recovery and business decisions have named owners throughout the support process.

  1. Detect and triage

    Log the issue, identify affected work and classify its impact. Confirm the technical and business owners and communicate the next action.

  2. Recover and validate

    Investigate within approved access, agree a fix or workaround, and check the result before resuming affected work. Escalate dependencies to the responsible owner.

  3. Review and improve

    Record the cause, action, remaining risk and effort used. Review recurring issues and prioritize improvements with the process owner.

Incident reporting & improvement

A record your team can use.

Agree a reporting cadence for incidents, affected workflows, actions, open dependencies, engineering hours and proposed improvements.

Business ownership

Judgment stays with your team.

Support teams diagnose exceptions and provide context. Process owners retain approval authority for judgments, disputed transactions and changes to business rules.

Engineering allocation

Make support
effort visible.

Where a monthly pool of engineering hours is agreed, track investigation, maintenance and approved changes against that allocation.

Review priorities and available hours with the operating owner.

Additional work, approvals and unused hours

Additional work, rates, unused-hour treatment and any enhancement allowance are defined in the proposal. Work beyond the agreed scope needs approval; urgent incidents follow the pre-agreed escalation and authorization process.

Free automation savings calculator

A baseline for
the bigger picture.

Estimate manual effort and potential capacity. Support coverage and engineering effort are assessed separately for your production workflows.

Try the calculator
Before we begin

Your managed support questions, answered.

Can you support automations built by our team or another provider?

Existing automations can be assessed for support. We review the platforms, source access, documentation, known issues and operating ownership before accepting scope. Any access or handover gaps are identified during onboarding.

What support hours and monitoring coverage are included?

The proposal defines the support window, time zone, monitoring checks and escalation arrangements for the automations in scope. Monitoring does not by itself mean someone is available to respond outside the agreed window.

Is an SLA response target the same as a resolution time?

No. A response target defines when an issue is acknowledged and triage starts. Restoration or resolution depends on the incident, available access and application or infrastructure dependencies. Response and update targets are agreed in the support scope.

How does the pooled-hours model work?

Where a monthly pool is agreed, investigation, maintenance and approved changes are tracked against that allocation. The operating owner can review engineering effort, available hours and priorities. Reporting arrangements and any enhancement allowance are defined in the proposal.

What happens if work exceeds the agreed hours or scope?

Additional work and applicable rates are agreed before proceeding beyond scope. Urgent incidents follow the escalation and authorization process established during onboarding, so teams know who can approve the next action.

Do unused engineering hours roll over?

Unused-hour treatment is defined in the support proposal. Any rollover or use of remaining hours for improvements must be agreed; it is not automatic for every support option.

How is a managed support proposal scoped?

We assess the process inventory, platforms, support needs, existing access and documentation, and recurring issues. The proposal then defines covered workflows, coverage, engineering allocation, responsibilities, exclusions and commercial terms.

Discuss a support proposal
Let’s scope the support you need

What would help
your operation run better?

Bring your process inventory, platforms and recurring issues. We’ll discuss the assessment and handover needed for a scoped proposal.

Discuss managed support

Talk directly with an automation practitioner.