Workflow Continuity

Why this exists

This sets out the operational standard behind Continuum Care: what gets watched, how fast something gets answered, and what each side is responsible for. It is standardised across every account and is not negotiated per client, because the moment response standards vary by customer they stop meaning anything.

1. Monitoring and alerts

Every live automation reports failures automatically. Alerts go to a monitored internal channel, not to a shared inbox, and not to you. In most cases a problem is known and being worked before a client would have noticed it.

Managed software gets a health pass every weekday. That covers whether native automations are still firing, whether integrations are still connected, whether credentials are close to expiring, and whether a vendor update has quietly changed behaviour.

2. Response

Alerts are acknowledged as soon as they are seen during business hours. Anything touching revenue or a customer-facing failure is treated as critical and worked immediately, with a four-hour resolution target.

Where a fix will take longer than four hours, you are told the cause and given a revised estimate rather than left waiting. Where the fault sits with a third-party platform, we say so plainly and tell you what we can and cannot do about it.

Non-critical issues are handled the same or next business day.

3. Hours

Monitoring, health passes, changes, and reporting happen Monday to Friday. Weekends are reserved for genuine emergencies: a live failure, an alert firing, or something interrupting your operations. This is deliberate. Support that is nominally always-on and actually delivered by one tired person is worse than a clear boundary honestly stated.

4. Backups and change discipline

Before anything is touched on a live system, the current state is exported and saved with a date. This applies to a small setting change as much as a new build.

Changes to live systems are made one at a time, so that if something breaks it is obvious what caused it. Nothing that sends a message, text, or call is ever pointed at a real customer until it has been tested against our own contact details. Nothing goes live without failure alerting attached.

5. What each side handles

We are responsible for monitoring what is under our care, responding to failures, keeping credentials and compliance current, and telling you when something needs your decision.

You are responsible for telling us when the business changes, keeping your software subscriptions active, and keeping our access in place. Most incidents that take longer than they should come from an expired subscription or revoked access nobody mentioned.

6. What isn't covered here

This policy covers keeping systems running. Changing what they do is separate work, quoted from the published price list with any Care change allowance applied first.