Monthly service review
A written summary each month with incidents, target attainment, requests delivered, retainer use and your ratings.
Client portal
The portal every client works in
Every engagement comes with a secure client portal. You report incidents, request work, approve quotes, follow delivery and pay invoices in one place, and you see the same records our engineers work from.
The screenshots on this page show the real portal, filled with a fictional company, Example Freight Ltd. Names, figures and targets are sample data.
Your estate at a glance
The first page shows what is open, what is waiting on you and what is waiting on us.
- Open incidents by severity
- Quotes to approve and deliveries to accept
- Retainer hours left this month, with every time entry behind the figure
- Service-level attainment against your targets
Sample data
Incidents with the clock visible
Report an incident, set its severity and talk to the engineer working on it. Each incident carries its response and resolution due times.
- P1 to P4 severity with written definitions
- Response and resolution targets from your agreement
- A conversation with the engineer on each incident
- Your maintenance windows and escalation contact
Sample data
Your targets, in writing
Your support agreement sits in the portal: coverage hours, what each severity means, and the response and resolution targets every incident is measured against.
Sample data
Requests priced before work starts
Pick a service from the catalog or describe what you need in your own words. Work that needs a quote waits for your approval.
- A catalog of common requests
- Quotes you approve before we start
- Changes approved by the people you name
- Deliveries you accept before a request closes
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Delivery you can follow
Projects from your approved scope, broken into milestones, with written progress updates.
- Milestones with completion dates
- Progress updates from the engineers doing the work
- Every project and its status in one list
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Every deliverable in one place
Architecture documents, runbooks and plans we deliver are kept in your portal, not scattered across email.
- Architecture and design documents
- Runbooks and upgrade plans
- Downloads through short-lived secure links
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Invoices without the email chase
See every invoice and its status, pay open ones online and manage payment details yourself.
- Invoice history with paid and open status
- Online payment and PDF copies
- Payment details managed through Stripe
Sample data
On your phone too
The portal works on a phone, so an incident can be reported and followed from anywhere.
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Also included
Your team, your roles
Invite colleagues as owner, billing admin, technical admin or member. A quarterly reminder asks you to review who has access.
Two-step sign-in
Protect each account with an authenticator app.
Email updates
Replies and status changes reach your people by email, and each person chooses which notifications they get.
Major incident updates
During a major incident, a banner on every page shows the latest update and when the next one is due.
Four languages
The portal works in English, Spanish, French and Haitian Creole.
Portal access is set up when an engagement starts. We verify each organization before sending invitations.
See engagement optionsStart here
Plan an implementation or support engagement
Send the shape of the problem. An engineer — not a sales rep — replies within one business day.
What happens next
- 01Describe the estate
- 02Engineer review
- Working session