What managed support can include
- Workflow health monitoring and failed-run alerts
- Incident triage and agreed response windows
- Credential, API and vendor-change maintenance
- Backup, version and recovery checks appropriate to the system
- Minor workflow adjustments within an agreed allowance
- Prompt, model and output-quality review where AI is used
- Monthly performance and issue summary
- Updated operating procedures after approved changes
What it does not include
- Unlimited new features or business-wide process redesign
- 24/7 support unless explicitly contracted
- Responsibility for third-party vendor outages outside our control
- Unapproved access to production data or systems
- Legal, clinical, financial or cybersecurity assurance
- Changes outside the named systems and workflows
How support begins
1
System register
We document the workflows, environments, owners, credentials, vendors and known dependencies.
2
Support boundary
The agreement states what is monitored, response targets, exclusions, client responsibilities and escalation contacts.
3
Baseline
We confirm current health, failure modes, volume and any unresolved defects before support starts.
4
Operate and report
Incidents and approved changes are logged; performance is summarised at the agreed frequency.
Common questions
Sometimes. We first perform a paid takeover review covering documentation, credentials, code, environments, data flows, error handling and outstanding defects. We do not accept operational responsibility for a system we have not inspected.
No. The proposal states the handover and support options. A client may operate the system internally if the agreed technical and ownership requirements are met.
No. It provides visibility, triage and an agreed response process. Vendor availability and platform changes remain outside Snail AI's direct control.
By the number and criticality of workflows, environments, vendors, support hours, response targets and included change allowance. The scope and monthly fee are written before support begins.
Know who owns the workflow after launch.
Send us the system list and support requirement. We will tell you whether managed support, internal handover or a separate technical partner is the right model.