Service and Maintenance Framework
Structured post-go-live support, issue triage, and SLA alignment for warehouse operations and automation environments.
About
We provide structured service and maintenance governance to ensure post-implementation success is sustained, not assumed. Our role is to prevent operational drift, ensure SLA adherence, and keep system performance aligned to business expectations well beyond handover.
This is not reactive support. It is an embedded framework that links service expectations, failure triage, and technical accountabilities to real-world recovery actions. We work directly with site, vendor, and IT stakeholders to maintain accountability and operational continuity.
With the right service and maintenance framework, paired with ongoing continuous improvement, we have seen systems outperform their original contractual throughputs — even in complex multi-vendor environments.
What It Is
This is a service framework tailored for automation-integrated warehouses and fulfilment centres. It ensures that once a system is live, it stays stable, supported, and continuously improved.
Whether the system is in ramp-up, BAU transition, or long-term steady state, we bridge the common gaps between vendors, IT, and operations. The result is controlled response workflows, faster fault closure, and proper service responsibility.
Why Clients Use This
To prevent operational drift and misaligned vendor response
To maintain uptime and throughput stability post go-live
To clarify who owns what during issue response and escalation
To meet and enforce SLAs across vendors and service providers
To manage handovers from project teams to long-term support structures
How We Help
Creation of service and maintenance strategies aligned with operational priorities
Definition of fault categories, escalation paths, and response thresholds
Integration of SLA terms into support workflows and ticketing systems
Coordination between automation vendor, WMS, IT, and operations teams
Review and tracking of ongoing service performance and issue closure
Continuous improvement loops tied to actual site events and business impact
Support for steady state reviews, BAU handover criteria, and service contract optimisation
