Pillar 3 · Run, Maintain, Scale & Optimize · 3.1
L2 and L3 support engineers for AI and automationLevel 2 and 3 engineers inside your team
Named engineers who run and fix your AI and automation on your hours, up to 24/7. You steer, we find, equip and replace.
The offer at a glance
Named engineers who run and fix your AI and automation on your hours, up to 24/7. You steer, we find, equip and replace.
Keep it running
- Incident, problem and change management
- Monitoring of AI agents and workflows
- Stop value leaking after go-live
From L2 to team lead
- L2: helpdesk, troubleshooting, escalations
- L3: senior engineering, major incidents, audits
- Team lead: 24/7 operations, SLA and KPI reporting
30% fewer incidents
- 30% fewer incidents and +40% SLA adherence, on a governed automation estate.
- One monthly fee per engineer, free replacement, scale on 4 weeks’ notice.
Go-live is not the finish line. Support keeps the value you paid for.
In detail
How it works, page by page.
Example team
A complete 24/7 support team, from L2 to team lead
Vetted and ready. Named engineers are confirmed at contract stage, so you can lock in a start date.
- L2 entry: helpdesk and end-user support, incident logging and resolution.
- L2 experienced: advanced troubleshooting, escalations, root cause analysis.
- L3: senior engineering, major incidents, restores, audit and compliance support.
- Team lead: 24/7 operations, SLA and KPI management, reporting.
Run and support
Four support practices keep your automation under control
From firefighting to a governed operation, built into your Center of Excellence and SLAs.
- Incident management: three tiers, triage, specialist, senior escalation.
- Proactive monitoring: eyes on glass, alerts and auto-remediation.
- Change control: requests for change and a change board.
- Problem management: root cause analysis for recurring issues.
- CS 03: +40% SLA adherence, 30% fewer incident tickets, 20% lower license cost, 100% bot coverage.
Performance
Performance is managed in a loop, not hoped for
You set the bar. We meet it, or we fix it.
- 360° reviews, as often as you choose.
- Training through the IAC Academy, all year.
- SLA-backed: commitments in the contract.
- Replacement at no cost, as often as needed.
Roadmap
Two months of setup, then one cycle a quarter
Example from an ITSM automation and optimization program, over 3 years.
- Ramp-up, setup and governance in about 2 months.
- IT operations areas prioritized, then one improvement cycle a quarter.
- The automation curve is estimated first, then confirmed in discovery.
Where it sits in the five steps
3.1 Support engineers covers step 5: Run & improve.
STEP 1Discover
STEP 2Decide
STEP 3Build
STEP 4Go live
STEP 5 · THIS OFFERRun & improveL2 and L3 engineers in your team, up to 24/7, with SLA and KPI reports.
More pages
Related pages, cases and next offers.
From first call to day one, in 30 days or less.
Proof
What clients got from this offer, then more results from our clients. Clients anonymized under NDA.
Proof for this offerCS 03 · 3.1 Support engineersWith you30% fewerincidentsLeading financial institutionRead the case →
CS 02 · Outcome-basedFor you€1M+a year, over a 3-year programGlobal workspace providerRead the case →
CS 05 · AI agentsFor you30–80%lower costCross-industryRead the case →
CS 04 · 2.1 Talent-as-a-ServiceWith you1 dayafter signing, first engineer liveEuropean software companyRead the case →
CS 03 · 3.1 Support engineersWith you30% fewerincidentsLeading financial institutionRead the case →CS 02 · Outcome-basedFor you€1M+a year, over a 3-year programGlobal workspace providerRead the case →CS 05 · AI agentsFor you30–80%lower costCross-industryRead the case →CS 04 · 2.1 Talent-as-a-ServiceWith you1 dayafter signing, first engineer liveEuropean software companyRead the case →All nine case studies, and the value of all nine on one page →
Also in pillar 3, and what clients add
We keep it running and paying, with you or for you.
Pillar 3 · Run
3.2 Managed servicesCustomFor you
3.3 Optimize and scaleCustomFor you
2.1 Talent-as-a-ServiceProductizedWith you
1.1 Fast DiscoveryProductized
3.2 Managed servicesCustomFor youIf
Solutions must run, and keep paying.
You get
We run and improve them under an SLA, or outcome-based.
3.3 Optimize and scaleCustomFor youIf
You want more value from what already runs.
You get
We improve what runs and track the value every quarter.
2.1 Talent-as-a-ServiceProductizedWith youIf
You need engineers now, not in six months.
You get
Engineers in your team, hired in 30 days or less. You steer.
1.1 Fast DiscoveryProductizedIf
You know AI matters, but not where it pays off first.
You get
One decision per initiative, backed by a business case.
Pillar 3, Run, Maintain, Scale & Optimize: all its offers → · All ten offers →
Support engineers: is it for you?
Bring us one problem. One working session, then a proposal within 5 working days.