ProCare Support

Helping business and IT teams keep their solutions stable, secure, and continuously improving — with proactive care, expert support, and clear accountability.

Most support engagements start with a ProCare Onboarding to confirm scope and criticality, align on SLAs and escalation paths, and establish monitoring, runbooks, and a continuous improvement backlog.

We provide functional and technical support across portfolio management, automation, data & AI, and enterprise applications — resolving incidents efficiently, preventing recurring issues, and keeping your platforms aligned with operational needs as they evolve.

From proactive monitoring and preventive maintenance to governance for safe changes and regular service reviews, we provide the operational cadence teams need to maintain reliability and keep delivering measurable outcomes after go-live:

24/7 coverage for critical incidents
Proactive monitoring & preventive maintenance
Functional + technical expertise
Regular service reviews & improvement backlog

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Support challenges we solve

Pick a focused support scope or combine modules into a complete run-optimize package.

Onboarding & Knowledge Transfer

Fast start: align scope, access, SLAs, escalation paths, and documentation.
Execution-ready runbooks and a clear operating cadence from day one.

Incident & Problem Management

Restore service quickly and prevent repeat incidents through structured root cause work.
Severity-based handling, expert escalation, and early containment when risk is detected.

Proactive Monitoring & Preventive Care

Detect and address issues early — with proactive intervention before they impact users and operations.
Monitoring signals, health checks, and preventive maintenance to reduce downtime.

Functional & Technical Support

Resolve issues efficiently with experts who understand both the process and the platform.
Configuration, integrations, data flows, and day-to-day operational support.

Governance & Change Control

Keep environments stable with pragmatic control over changes, releases, and configuration.
Clear decision rights, safe deployments, and fewer breakages from uncontrolled updates.

Continuous Improvement & Enhancements

Maintain an improvement backlog that keeps performance, usability, and adoption moving forward.
Optimization, minor enhancements, and value reinforcement aligned to business priorities.

Platforms we support: OnePlan • Microsoft PPSE • Planner Premium • Power Platform • Microsoft data platforms

ProCare Modules

Our ProCare support is designed to keep your solutions stable, secure, and continuously improving — with clear ownership, predictable service cadence, and fast expert escalation when it matters.

Onboarding & Knowledge Transfer
We align scope, access, SLAs, escalation paths, and documentation so support is execution-ready from day one.

Service Management & Reporting
We run a structured support process with transparent reporting, regular service reviews, and clear priorities.

Health Checks (Functional + Technical)
We proactively identify risks and performance issues across both usage and technical foundations — before they impact users.

Governance & Change Control
We establish pragmatic change discipline to reduce breakages, manage releases safely, and keep environments under control.

Incident & Problem Management
We resolve incidents efficiently and remove recurring issues through root cause analysis and structured remediation.

Continuous Improvement & Enhancements
We maintain an improvement backlog that optimizes performance, usability, and adoption as business needs evolve.

How we work

Onboard: scope alignment and knowledge transfer
Confirm criticality, coverage, roles, SLAs, and escalation paths — and complete knowledge transfer so support is execution-ready. Establish access, documentation baseline, and runbooks.

Stabilize: early risk reduction and quick wins
Reduce operational risk fast by addressing priority issues and recurring pain points. Set the monitoring baseline, validate alerts, and create an initial remediation backlog.

Operate: predictable support with proactive intervention
Run severity-based incident handling and expert escalation, alongside preventive maintenance and ongoing health checks. Proactive intervention helps contain issues before they impact users.

Improve: continuous improvement with a clear service cadence
Hold regular service reviews, track trends and root causes, and deliver incremental improvements and enhancements aligned to operational needs and business priorities.

Capabilities / Expertise

Grounded in delivery across our core practices

PPM & Portfolio

Support for portfolio solutions, reporting standards, integrations, and operational reliability across PPM platforms.

Data & AI

Stable data platforms and analytics/AI solutions through monitoring, incident response, and pipeline performance care.

Power Platform

Scalable Power Platform operations with guardrails, integration support, and continuous improvements as adoption grows.

Application Consulting

Secure, predictable application operations covering integrations, incident handling, and safe changes over time.

Deliverables / What you receive

Typical deliverables

Support scope & service model (coverage, SLAs/SLOs, severity model, escalation paths)
Operational runbooks & procedures (standard resolutions, recovery steps, known issues)
Monitoring & alerting setup (dashboards, alerts, thresholds, notification routing)
Health check report & remediation actions (risks, priorities, preventive measures, quick wins)
Incident summaries & RCA (as applicable) (major incidents, root cause, corrective and preventive actions)
Problem backlog & remediation tracking (recurring issues, prioritization, progress visibility)
Continuous improvement backlog (enhancements, optimizations, maintenance items aligned to priorities)
Service review pack (monthly/quarterly performance, trends, risks, actions, decisions)

Engagement models / Pricing style

Engagement options

Monthly Retainer (Capacity-based) — predictable monthly capacity with agreed response targets and a shared improvement backlog.
Best for steady operations, continuous improvement, and planned enhancements.
SLA-based Support (Service-level package) — defined coverage window, severity model, and response objectives, backed by a clear escalation path.
Best when reliability and response commitments are the primary driver.
On-demand Support (Pay-as-you-go) — flexible support for incidents, requests, and minor improvements billed based on actual effort.
Best for variable demand or as a bridge before moving to a retainer.
Mission-Critical Add-on (24/7 for critical incidents) — on-call coverage for Sev-1 events with accelerated escalation and tighter response objectives.
Best for business-critical platforms that require round-the-clock protection.

On a separate note, I wanted to let you know that I couldn’t be happier with the support your entire team has provided. Please pass on my appreciation for all the hard work and great results the team has produced.

Getting Started Is Easy

Schedule A Consultation

Schedule a call with Integent. We'll discuss your organization’s pain points in order to understand what it is you are trying to accomplish.

Review Our Proposal

Once we determine there is a fit, we walk you through the process of scoping out your engagement and document how we will work together in a detailed proposal. Timeline and cost for the scope of services will be laid out in detail.

Let's Get Started

From focused projects to ongoing services, we take a customer‑centric approach with every engagement — aligning stakeholders and clarifying outcomes so everyone is working toward the same goals. We design and build cutting‑edge solutions to enable your teams to deliver measurable business value over time.

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Schedule A Consultation

Have a question or need you would like to dicsuss? Schedule a meeting and let's discover together how Integent can help your organization succeed with Microsoft technologies.