Managed Services. Ongoing support for digital platforms.

Ongoing support, without knowledge loss.

1. 01

   The challenge

   Onboarding a new service provider after go-live means losing knowledge, about architecture decisions, technical dependencies and the context behind every requirement. Content maintenance, technical updates, bug fixes and new feature requests then land with a team that only knows the platform from the outside. That costs time, introduces errors and slows down further development.
2. 02

   Our approach

   We support what we built, with the same team that knows the architecture and needs no onboarding. A dedicated contact knows the platform, the requirements and the organisation, and is directly reachable. Not through an anonymous ticket system without any context. The scope is flexible: from a few hours a month for ongoing maintenance to intensive further development. Billing is on a monthly retainer basis, either as a fixed allotment or based on actual effort. This service is the natural continuation of our enterprise web platforms and custom applications.
3. 03

   Deliverables

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   Dedicated contact with platform knowledge and direct availability

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   Technical maintenance, security patches and performance monitoring

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   Content maintenance and editorial support as needed

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   Further development and new features within a defined allotment

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   Monthly status calls and transparent reporting

In practice

1. 01

   Industry

   Enterprise / industry
2. 02

   Challenge

   An enterprise platform handed over to an external agency without project experience after launch. The error rate rose noticeably within three months, average response time to critical issues: 48 hours. Internal frustration on the editorial side grew.
3. 03

   Approach

   Support returned to the original development team, a full platform review, the setup of transparent monitoring and reporting, and a fixed monthly status call.
4. 04

   Result

   Incident rate halved within 60 days, response times to critical issues under 4 hours, further development plannable and budgetable again.

„

MOKOM has supported us for many years as a reliable digital partner in developing our websites further. We particularly value how quickly and flexibly individual requirements are delivered — from technical support and the rebranding of our digital platforms through to interactive tools for competitions, awards and viewer campaigns. This ongoing collaboration lets us keep our digital offerings stable, current and tailored to their audiences.

Frequently asked questions

• What does ongoing support cost?

  Managed services are billed on a monthly retainer basis, as a fixed allotment with defined hours or based on actual effort with monthly invoicing. The scope depends on platform complexity and the desired depth of support. Concrete figures after an initial systems consultation.

• Do you also support platforms not developed by MOKOM 01?

  Yes, after a platform audit that assesses architecture, system landscape and technical debt. On that basis we define the scope and terms of support together.

• How does onboarding work?

  A systems briefing and platform handover. No onboarding needed for MOKOM 01’s own projects, for external platforms with an onboarding sprint whose effort is clearly defined in advance.