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Engage Evolution

Managed operations

Keep it running, for a fixed monthly fee

Monitoring, breakage resolution, deliverability hygiene, and send QA for a Marketing Cloud or Pardot instance that is already built. One monthly number, and a boundary written down in public so there is no argument later about what was included.

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The boundary: restore versus create

Most managed-services agreements fail because nobody defined where “keep it running” ends. This one draws the line in public, before you sign anything.

Included — Operate

  • Monitoring of automations, journeys, imports, exports, and scheduled sends, with alerting on failure
  • Resolution of breakage in anything that previously worked — journey errors, failed automations, broken data syncs, import failures, decision-split faults
  • Deliverability hygiene: bounce and complaint handling, suppression list management, authentication monitoring (SPF, DKIM, DMARC)
  • Send QA against your existing, approved templates
  • Platform release impact review and remediation — MFA enforcement, API version deprecations, connector changes
  • User and access administration
  • A monthly health report covering incidents, resolution times, and deliverability trend

Not included — Build

Quoted separately as a scoped project or a capacity block.

  • New journeys, automations, or data extensions beyond what maintenance requires
  • New or redesigned email template systems
  • Platform migrations, or implementation of a new platform
  • Integrations with systems not already connected
  • Data model restructuring
  • Campaign strategy, copywriting, and design
  • Anything requiring net-new requirements gathering

When it is not obvious

Four questions, applied in order. Whatever they return is what happens — no negotiation at the point of the request, which is exactly when neither of us wants to be having it.

  1. 1

    Did this work before and stop working?

    Operate. It is covered.

  2. 2

    Does the thing being asked for not exist yet?

    Build. Quoted separately.

  3. 3

    Does it change the data model, or add a system or integration?

    Build, always — regardless of how small the effort looks.

  4. 4

    Does restoring the prior behaviour take more than four hours?

    Quoted, even though it is restoration. This protects you from a “fix” that is really a rebuild with no scope.

Terms worth stating up front

Capacity, not a bank of hours

Each tier includes a stated number of resolution hours per month. Unused capacity does not roll forward — you are buying availability. Overflow rolls into a capacity block at the standard rate rather than being quietly absorbed or quietly dropped.

Response times, not resolution times

Critical issues — sends blocked or data integrity at risk — get a response the same business day. Everything else, within two business days. Resolution depends on system access and on Salesforce, neither of which I control, so I will not promise it.

Hours and holidays

Business hours, US Central, excluding recognised federal holidays, the week of Thanksgiving, and the week between Christmas and New Year.

Cover

Work is delivered by a bench of SFMC and Pardot specialists under my review, so coverage does not depend on one person being at a desk.

What does your instance actually need?

Pricing depends on how much resolution capacity you need each month. Thirty minutes to look at what breaks, how often, and what it costs you when it does — then a number.

Book a working session