What You Receive at Handoff
At the close of the project, we hand over three core deliverables. These are yours to keep, share internally, and reference whenever you need them.Agent Runbook
A plain-language document covering how the agent works, what it does in each scenario, how to read its logs, and how to interpret the most common outputs and alerts.
Admin Guide
Step-by-step instructions for the tasks your team will actually need to do: updating the agent’s responses, adjusting escalation thresholds, and pausing or resuming the agent.
Recorded Walkthrough Video
A screen-recorded video of us walking through the agent’s configuration, key settings, and day-to-day operation — so your team can revisit it any time without scheduling a call.
All three deliverables are provided in editable formats where possible. You can update the Runbook and Admin Guide as your workflows evolve — they’re living documents, not locked PDFs.
Team Training
Within the handoff period, we run a 60-minute live training session for up to five of your team members.1
Day-to-day use
We walk through what your team will actually see and interact with during normal operations — how the agent surfaces its work, where to check on it, and what healthy activity looks like.
2
Monitoring and log reading
We show your team how to check the agent’s activity logs, how to spot errors or anomalies, and when something warrants a closer look versus when it’s expected behaviour.
3
Escalation handling
We cover the escalation paths built into the agent — what triggers a handoff to a human, how that handoff is communicated, and how your team should respond when one comes in.
4
Live Q&A
The final portion of the session is open for questions. Bring your most sceptical team member — the more questions asked here, the more confident everyone walks away.
Ongoing Support Options
After handoff, you have two paths forward depending on how much involvement you want from us.- Ongoing Support Arrangement
- Self-Managed
We offer an optional ongoing support arrangement, scoped and agreed individually, that keeps us actively involved in your agent’s health. This includes regular monitoring, performance reviews, minor updates as your workflows evolve, and priority response if something needs attention. It’s a good fit if your workflows change frequently or if the agent is business-critical.
How to Request Changes After Handoff
Workflows evolve, and your agent should be able to evolve with them. After handoff, submit a change request form (provided at handoff) to kick off any update.How change requests are scoped
How change requests are scoped
Small changes — wording updates, threshold adjustments, minor response tweaks — are changes within the existing logic of the agent that don’t require new integrations or workflow branches. These are typically straightforward to handle.Workflow additions — new triggers, new tool integrations, new decision branches, or new escalation paths — are scoped as a separate engagement. We’ll review your request, provide a timeline and effort estimate, and treat it as a mini design-and-build cycle before implementing anything.In both cases, we’ll respond to your change request within two business days with a clear indication of which category it falls into and what the next step is.
Not sure whether your change is “small” or “a workflow addition”? Submit the form and describe what you want to change in plain language. We’ll categorise it for you.
Data Ownership
Everything processed by your agent belongs to you — always.Your Data, Your Control
All inputs, outputs, and logs generated by the agent are stored in your environment or in storage you own. We don’t retain your business data after the project closes.
Export and Migration Tools
If you ever want to migrate to a different platform or take the agent in-house, we provide export tools and full technical documentation to make that transition straightforward.