How an engagement runs
Five stages, and the coding starts on day one.
Assessment
Your environment documented as found, alongside an honest read of what your current reporting does and does not tell you. Available as standalone work.
Transition in
Ownership moved into your name where it is not already, documentation rebuilt in your systems, and inherited problems identified rather than quietly absorbed.
Operations
Day-to-day support and maintenance, with change records kept so cause can be established later and every hour coded as client work or rework.
Monthly reporting
Rework total and causes, patch backlog by age, measured response times, and an honest account of anything we got wrong that month.
Quarterly review
The rework trend across quarters, restore test results with measured recovery times, and what we are doing to reduce both.
What this approach costs us
Rework is unbilled labour. Every hour of it is worked and not invoiced, which is a direct and visible cost to us.
Ambiguity favours the client. Where cause is unclear we code it as rework, which means we absorb cases that were arguably not ours.
The trend is public to our clients. A bad quarter appears in the report with its causes attached.
Thirty day rolling terms. No annual lock-in, so a client who is unhappy simply leaves.
Frequently asked
What exactly is rework?
Time spent fixing a problem we caused. A change that broke something, a fix that did not hold, a misconfiguration, or any case where the cause is genuinely ambiguous.
How do we know you code it honestly?
Change records are kept and shared, so the attribution is checkable. Ambiguous cases go to rework by rule, which means the benefit of the doubt runs your way.
What was last quarter's figure?
4.1% of hours worked. We publish the quarterly trend as well as the monthly total, because a single good month means very little.
Do you charge per ticket?
No. Fixed monthly fees, because per-ticket pricing would make reducing your ticket volume against our interest.
What about problems we caused?
Those are billable and we say so plainly in the report, including changes made against our written advice.
Is there a minimum term?
No. Thirty day rolling terms with no auto-renewal and no exit fee.
Do you mark up licences?
No. Subscriptions pass through at cost and sit in your name.
How often are restores tested?
Quarterly, with the measured recovery time reported rather than the objective documented in a policy.