osCaddie Managed Services Packages

Managed Services isn't just an add-on, we become an extension of your business providing enterprise level support and maintenance whenever you need it, 24/7365.

Appnovation's osCaddie Managed Services offers a custom-built portal that provides customers with a rapid escalation process which allows users to instantly escalate a support case to our success management team.  This feature has allowed us to achieve just over 98% "excellent" (5/5) rating from our support customers. Customers receive pre-support services, unlimited basic support services, and bonus expert hours! To help price your current set up, please contact us today!

Package
Business
$12,000 USD PER YEAR
Corporate
$36,000 USD PER YEAR
Enterprise
$84,000 USD PER YEAR
Enterpriseplus
Custom Pricing
Applications
Drupal, MuleSoft, Magento, WordPress, Alfresco
HTML5, AngularJS, Ember.js, ReactJS, Node.js
(non-conforming applications + remediation project)
Support
Current Install Only
(any new function, application, or feature is a new project outside of scope)
Package Details
1 USER
(24 / 7 / 365 Portal, Phone, Email)

Up to 5 Bonus Expert Hours
per month (extra hours $240/hr,
or see package below)
3 USERS
(24 / 7 / 365 Portal, Phone, Email)

Up to 18 Bonus Expert Hours
per month (extra hours $240/hr,
or see package below)
UNLIMITED USERS
(24 / 7 / 365 Portal, Phone, Email)

Up to 45 Bonus Expert Hours
per month (extra hours $240/hr,
or see package below)
UNLIMITED USERS
(24 / 7 / 365 Portal, Phone, Email)

Custom Number of
Expert Hours

Included
Pre-support Services
Site Discovery & Review
  • Size & complexity
  • Gather support documents
Onboarding
  • Open ticket review
  • Technical review
  • Review Code
  • Set up in portal
  • Set up billing & ticket flow
  • Welcome package
  • Portal & Wiki Training
  • Configure backup
  • Configure monitoring
Unlimited
Basic Support Services
Tickets created for any of the below services will be completed within 60 minutes maximum then draws from Expert Hours / Expert Support Services
  • Basic application support
  • Ticket estimates
  • Basic vendor management requests
  • Change management
  • License management
  • Minor maintenance requirements
  • Minor bug & security fixes / patches
  • Minor software patches
  • basic website work (ie: content changes, basic code changes)
Optional
Expert Support Services
Tickets created for any of the below services, such that the ticket will take more than 60 minutes to complete, (Submission of a ticket grants approval for work up to 4 hours.)
  • Application support
  • Major vendor requests & coordination
  • Major maintenance requests
  • Major bug & security fixes / patches
  • Major software patches
  • Major security
  • Intermediate & major website work (ie: any request for code change to the website, or major page / site revisions)
Scale
Number of servers and URLs
LOW LOW MEDIUM HIGH
Complexity
Number of databases, code bases, & techs
LOW LOW MEDIUM HIGH
Volume
Number of site visitors and page views
LOW MEDIUM HIGH HIGH
Reviews
Monthly subscription review
Quarterly VCWO needs / strategy review
Annual architecture review
QUARTERLY REVIEW ONLY
Expedited Project Engagement
PM, Scoping, SOW, & Contracts
Portal Access
Ticket Logging / Tracking, Detailed Monthly
Report, Unlimited Ticket Submission
Dedicated Subscription
Manager
Platform Maintenance
Vulnerability Scanning
Website Health Monitoring
Site live testing - hourly
Connectivity
Review error logs
Monitor back up
Weekly Environment
Backup & Restore
Access to Training
Wiki,Knowledge base, White Pagers,
Webinars
Managed Services Offerings

Application Support - Appnovation provides support via the osCaddie portal. Our customer success team members are available during Appnovation business hours to assist with any issues users may have. The success team has the ability to provide remote deskside support utilizing award-winning remote tools that allow staff to share screens with clients in order to rapidly diagnose and resolve emergent issues.

Maintenance of Environments -

  • Security Patching - Our Appnovation maintenance team ensures that all systems under management are patched, secured and aligned with current industry best practices for maintaining large scale production systems. 
  • Vulnerability Scanning - We provide a regular scanning service using best-of-breed tools to identify and isolate possible security vulnerabilities in subscription services.
  • Application Development Support Business - Drawing from the same resource pool as Appnovation Professional Services, Managed Services is able to provide development services for clients. This may be in the form of bug fixes or, in some cases, a method for assisting clients in the implementation of a continuous improvement/continuous delivery solutions.
  • Static Source Code Analysis - Appnovation can provide both automated and manual source code analysis to ensure that code is checked for errors (such as CRSF or SQL injection) before it enters a production environment, minimizing the risk of both downtime and possible exposure to potential compromise.
  • Code Review Analysis - Appnovation can act as a trusted third party to provide code audits and review. Drawing from our global pool of experts, many of whom are heavily involved in contributing to the products themselves, we are able to offer a world-leading review process.

Environment Backup & Restore - Appnovation offers an automated cloud-based backup and restore process to ensure the environments we support are backed up offsite providing complete peace of mind and allowing us to engage our multi-cloud disaster recovery process should it be required.

Disaster Recovery - Appnovation can provide disaster recovery services providing emergency hosting and support in the event that current service providers are unable to meet their obligations. Depending on the specific customer needs, we can commit to having a fully functional service restored with an alternate provider in as little as 30 minutes. 

Architecture Review & Capacity Planning - Ensuring all environments are kept inline with current best practices, this essential section of a Managed Services contract gives us the opportunity to continue the architectural discussion about the solutions and how it fits with the rapidly evolving business environment, both internal and external. 

Service Management Review - Appnovation assigns a dedicated Managed Services Subscription Manager (SM) to act as the overall point of contact for each client's MS account and related contracts. The SM is a resource focused entirely on client overall satisfaction and serves as an escalation point for issues and requests. In addition, the SM takes on the role of coordinating monthly meetings with clients to help oversee the smooth running of their MS account and contracts.

Managed Services Pricing Options

Joint Managed Services Package: Acquia & Appnovation

Joint Managed Services Package: MuleSoft & Appnovation

Additional Add-Ons & Services

Limitations & Service Prerequisites

  • Remediation not included
  • Tickets from support staff / IT, not from end users
  • Repairs related to any issue caused by work performed by anon-Appnovation employee

Minimal Configurations

  • Site is hosted on Linux
  • All software and technologies is licensed and maintains a vendor support plan, at the site client's expense
  • Site uses WordPress, Magento, Drupal, MuleSoft, Alfresco and/or HTML5
  • OS, CMS, and application software within 2 minor versions of current.
  • Site is accessible and documentation exists for support
  • Client is maintaining infrastructure, and has a current site back-up

Does Not Include

  • Networking or Software (or software upgrades)
  • External consultants / Skill sets outside of Appnovation
  • Vendor subscriptions or service agreements
  • Available disk space and software for back-ups

Technologies We Support & Maintain

Technologies currently supported and maintained include: Drupal, Magento, WordPress, Alfresco, MuleSoft, HTML5, AngularJS, Ember.js, ReactJS & Node.js. Don't see your technology supported on this list? Contact us today.

We are continually adding new technologies to support and maintain for clients and demand from our customers is a big influence on what we take on.

Service / Terms & Descriptions
  • Application Support - Patching and updating of application (Drupal, MuleSoft, Magento, Alfresco, Hadoop, MongoDB, etc.)
  • Architecture Review - Report of present architecture configuration and deployment and recommendations for remedial or development work to ensure best practice operational efficiency. 
  • Automated Systems Monitoring - Proactive system monitoring performed to alert the Managed Services team of any incident.
  • Emergency Phone Support - 24/7/365 phone support for "Priority 0" (P0) critical incident only.
  • Expert Hours - Additional resources made available for out of scope assistance. Quick access to Subject Matter Expert (SME). 
  • Infrastructure Support - 24X7 support for systems and environment via a single online portal for reporting issues.
  • Managed Services Team - Pool: Could be any individual from the Managed Services Team. MS Subscription Manager: Intermediate level manager similar to Project Manager. Senior MS Subscription Manager: Senior level staff member dedicated to your account. 
  • Mean Time To Repair (MTTR) - Mean Time To Repair is the average time required to repair a failed component or device.
  • On Boarding - Analysis and review of the infrastructure of applications the osCaddie service will be supporting. This work will be estimated and billed for before the subscription can begin. Please note that additional work may be required to bring infrastructure and/or applications up to an acceptable state for support.
  • osCaddie Portal - ITIL compliant Service Desk and information system.
  • Security Scanning & Review - Regularly scheduled scanning of infrastructure, application or services delivered, for security fixes or bugs.
  • Virtual Chief Web Officer (VCWO) -Specialized appointed individual in charge of all web activity dedicated to your account.
Partner Related Package Offerings
Adopt Drupal 8
Enhancing Drupal Experience with Drupal 8
API Led Connectivity with MuleSoft
Create an Application Network with MuleSoft
Agile Development with Jira Software
Unleash your software team's full potential by going agile with JIRA.
Team Collaboration with Confluence
Learn how to plan & collaborate with teams using Confluence.
Social Coding with GitHub
Learn to define your source control governance and workflows with GitHub.
Customer Identity Management with Janrain
Obtain a 360° view of a Customer Identity with Janrain.
Working with Appnovation
Four Subscription Pricing Options
Four Subscription Pricing Options
osCaddie Managed Services offers four different levels of service subscriptions. Corresponding pricing is designed to fit businesses of all sizes when it comes to support and maintenance. Check out the differences and decide what level of service your entity needs.
Proven Support Delivery
Proven Support Delivery
Leveraging our extensive multi-industry expertise, experience across multiple open technologies and exceptional internal talent and resources, we have a long list of customers and distinguished record of service supporting companies and organizations alike.
Support & Maintenance Experts
Support & Maintenance Experts
Not only are we the best ones to call when you need help, we also are there to proactively make sure those "help" calls are significantly diminished from ever happening in the first place. We are certified in a ton of technologies and have experience and expertise working with even more across a variety of situations and urgency levels.
Dedicated Lines of Communication
Dedicated Lines of Communication
We give you complete visibility from day one of your Managed Services engagement, provide a single point of contact and offer 24/7/365 access to both our osCaddie support portal AND an emergency support line staffed by a dedicated support team.
Customer Satisfaction Achieved
Customer Satisfaction Achieved
We take customer satisfaction seriously, providing you a dedicated account manager and project manager to make sure all aspects of your engagement with us run smoothly. We ask you to tell us how we did at the end of your project, and the results go directly to our CEO.
Why Customers Choose Appnovation's Managed Services
Achieved just over 98% "excellent" (5/5) rating from current support customers
Annual subscription based pricing model for support and maintenance services
Clients can be hosted anywhere, internal or external
Dedicated customer support portal with 24/7/365 access
Emergency support capabilities 24/7/365 with dedicated expert staff
Full suite of support and maintenance services offerings
Multi-disciplinary team of experts certified & experienced in a plethora of techs
Proven track record of successfully providing support and maintenance
Single point of contact for continued operational support and maintenance
Brands that Trust Us
Get In Touch & Get Support Today. We Are Ready!

Appnovation's osCaddie Managed Services are ready to handle your business or organization's support and maintenance needs. When it comes to technology environments and the systems and application within, our experts have seen and worked with it all across a variety of situations representing every major industry vertical. Having already achieved extremely high customer service ratings (just over 98% "excellent" (5/5) rating) from current clients, the is no reason not to take the first step and contact us today to see what osCaddie MS can do for your entity.