AI system support & optimisation
Deploying AI is just the beginning.
Our purpose-built support model keeps your AI systems safe, accurate, and continuously improving – long after launch day.
AI systems need a different kind of care
AI systems are different from traditional websites. They can degrade silently – outputs drift as models update, data formats shift, or usage patterns change in ways the original system wasn’t designed for.
Left unattended, a well-built AI product can become unreliable, unsafe, or simply less useful over time. The risks aren’t always visible until they’re already impacting users.
Our AI system support service is purpose-built for this reality. It combines proactive hygiene to prevent degradation, fast reactive support when issues arise, and continuous optimisation to keep your system improving.
A support model built for how AI actually works
Our framework combines three layers, each addressing a different dimension of AI system health.
AI system hygiene
Proactive monthly and quarterly activities that maintain safety, stability, compliance, and reliability. This layer prevents model drift, degraded output quality, ingestion failures, and unsafe or unreliable outputs before they affect users.
Reactive support
Fast, SLA-governed support. Covers prompt and guardrail updates, output defects, safety escalations, and pipeline incidents. Ensures your solution stays usable and trusted even as data formats, operating conditions, or model behaviour changes.
Continuous optimisation
Ongoing improvement of AI quality, performance, and user experience through prompt tuning, model evaluation, analytics, and experimentation. This layer turns your AI system into a living, continuously improving product.
What’s included
Every engagement includes a dedicated Senior Digital Producer as your single point of contact, platform and AI monitoring, monthly account reporting, and flexible recurring hours that can be used across support, optimisation, or enhancements based on your needs.
AI system hygiene
Continuous optimisation
Reactive support
What this looks like in practice
Ongoing care, not one-off fixes
AI systems require a different kind of attention to traditional software. Prompts degrade. Models update behind the scenes. Data formats drift. Usage patterns surface edge cases no one anticipated.
Our team monitors your system continuously, reviewing safety logs, output quality, and model behaviour on a monthly and quarterly cadence. When something changes – whether an underlying model update or an unexpected spike in error rates – we catch it before your users do.
We use Azure Application Insights and New Relic for real-time visibility into system performance, latency, cost anomalies, and model usage patterns. Uptime and system health are reported in your monthly account report.
A team that knows your system
Your dedicated Senior Digital Producer is your single point of contact for everything – triaging work, coordinating incidents, managing releases, and surfacing optimisation opportunities based on real usage data.
All work is tracked transparently through Jira and Confluence, with a monthly planning meeting to align on priorities and a quarterly hygiene report covering version compliance, risk assessment, and recommended improvements.
For critical incidents, we provide full root cause analysis, a timeline of actions taken, and a post-incident action plan – so you always know what happened and what we’re doing to prevent it happening again.
Where this fits in your AI journey
AI system support isn’t a separate engagement – it’s the final stage of a deliberate delivery pathway. Every AI solution we build is designed with ongoing operations in mind from day one.
Our pathway runs from initial strategy and use case discovery, through proof of concept, MVP, and production build – with this support model picking up from launch and carrying your system forward. If you’re earlier in that journey, our full AI solutions offering covers every stage, including the AI strategy and governance work that sets the right foundation before anything is built.
If you’ve already deployed an AI system – whether we built it or not – we can onboard it into our support model. We’ll start with an initial hygiene review to establish a baseline, then move into ongoing care from there.
Explore our other AI services
AI system support is one part of a broader offering. Whether you’re just starting out or scaling up, we have services to support every stage of your AI journey.
AI strategy, governance & responsible AI
Adopt AI in a structured, low-risk way. We help you identify high-value opportunities, define governance frameworks, and establish a clear pathway from proof of concept through to production.
AI workflow automation & intelligent operations
Streamline internal processes, reduce manual effort, and improve decision-making with custom AI agents, document automation, data insight tools, and platform integrations.
AI-enhanced digital experiences
Use AI to make your digital services more relevant, efficient, and accessible – through personalisation, conversational interfaces, intelligent search, and community moderation tools.
Let’s talk about your AI system
Whether you’ve just launched an AI product or you’ve had one running for a while, we can help you keep it safe, accurate, and continuously improving. Get in touch to talk through your situation and find out what an ongoing support engagement could look like for your organisation.
Request your personalised AI workshop
Ready to find out where AI fits for you?
Join us for a focused workshop where we’ll map your highest-value AI opportunities, assess your readiness, and build a practical next-steps plan — tailored to your organisation.