Care Plan
After handover, we keep improving it with you.
We build the system, hand it over, and keep improving it with you. Your staff run the system day to day. The Care Plan is an optional recurring service for the changes that come next: new features and workflows, fixes and fine-tuning.
Continuous improvement is the point: ongoing fixes, fine-tuning, and new workflows as your process changes over time.
What is included
Three kinds of work.
New features & workflows
Extend the system as the business changes: a new pipeline, a new outreach segment, a new integration.
Fixes
Repair breaks caused by vendor updates, API changes or data issues, and keep documentation current.
Fine-tuning
Adjust prompts, templates, rules and reports based on how your team actually uses the system.
Responsibilities
Client does vs SML does.
| Client does | SML does |
|---|---|
| Runs and approves day-to-day operation | Handles agreed change requests within the plan |
| Raises requests through the agreed channel | Fixes faults and keeps runbooks current |
| Keeps vendor licences active and paid | Reviews usage and suggests improvements |
| Approves any change before it goes live | Reports work done in a monthly change log |
Plan details
Tiers and terms.
Care Plan scope, fees and notice period are agreed with you after handover and set out in the plan.
Not included: vendor licence fees (paid by the client directly), new service lines (quoted as a new implementation), and 24/7 on-call unless agreed.
Next step
Ask about a Care Plan.
Tell us what your system needs next. We will scope it as Care Plan work or a new build.