Define what is being managed
List the workflows, accounts, integrations and approved knowledge included in the agreement. Specify the client responsibilities too: access, source information, employee reviews and notice of process changes. A vague promise to manage “the AI” is difficult to operate.
Monitor the work that matters
Review runs, failed steps, delays, exceptions and the process measures agreed during discovery. Alert thresholds should identify actionable conditions. A busy dashboard is less useful than a clear record of work that needs attention.
Plan incident ownership
Set who investigates an issue, how affected work is identified and what recovery looks like. Response targets and coverage belong in the agreement. Check recovery for duplicate or missed actions instead of assuming that restoring a connection completes the incident.
Maintain changing systems
Providers can change their APIs, permissions, prices or data formats. The business can change its knowledge, booking rules or staff responsibilities. Maintenance includes reviewing those changes, testing the workflow and keeping documentation aligned with the system.
Improve through a controlled process
Review recurring exceptions and measured performance with the client. Agree on the next improvement, test its normal and failure paths, then release it with a clear owner. Report observed results separately from proposed benefits.
