Answer

Who looks after the automation once it is live?

We monitor it and fix what breaks; you own the rules and the priorities. Monitoring alerts us, not you, and most incidents are a connected system changing something. On your side one named person reviews the weekly numbers and the exception queue, typically under an hour a week.

Last updated: 22 September 2026

What monitoring actually watches

Not just whether it is running. It watches the shape of the traffic: a sudden drop in items handled, a rise in the share sent to a person, response times getting longer. A process that quietly starts routing everything to humans is technically working and practically broken, and only the numbers reveal it.

Changes you will want over time

Prices change, a new service is added, a colleague leaves and the routing has to move. Wording, rules, business hours and recipients are settings your own team can edit. Anything structural, a new system, a new decision step, is a small piece of work rather than a new project, because the foundation already exists.

The review that keeps it honest

Once a month, look at four things: hours saved against the baseline, the correction rate, the exception queue length, and anything a customer complained about. Fifteen minutes with those four numbers catches drift long before it becomes a problem.

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Is monitoring included or extra?

It is a separate monthly line, because it is ongoing work: alerting, log review and fixing what changes underneath. It is stated in the offer, not discovered later.

Can we take maintenance in-house?

Yes. You get the configuration, the documentation and a walkthrough, and many clients keep only the monitoring with us.