PDS Consulting / Integration Support & Managed Services
Integration Support & Managed Services
Integration runs are silent until they're not — and by then customers have already noticed. PDS catches the silent failures before they catch your team. We monitor the flows, respond to incidents, tune performance, keep audit-ready evidence, and evolve the integrations as your business changes.
At a glance
- Approach
- Catch silent failures before customers do — signal, not alert noise
- Engage
- 7 ways — a health check, tiered retainers, or targeted one-time help
- Coverage
- Business hours + on-call; extended hours where you genuinely need them
- Scope
- The run side — new flows built via Systems Integration
- Pricing
- Quote, on scope — not on firm size
Integration work tends to fail twice.
First, when the build partner finishes and disappears — leaving silent failures and no documentation. Then again, 18 months later, when the integrations have quietly decayed until a critical sync breaks during quarter-end and no one knows why. This service exists to make both failure modes go away — the unglamorous, constant operational discipline internal teams struggle to sustain alongside their day jobs.
Does any of this sound familiar?
- Integrations break and you find out from customers, not from your own systems.
- A sync failed once and lost days of orders before anyone noticed.
- Monitoring sends 200 emails a day, so no one reads any of them.
- The integration partner left and nothing's been touched in 18 months.
- An auditor wants integration uptime evidence, and there's nothing to show.
How we run it — five phases.
Phase 1 is a one-time onboarding sprint; phases 2–5 are the recurring operational cycle.
01 · Onboarding & discovery
Inventory the integration landscape — flows, dependencies, source systems, ownership, SLAs, incident history. Document the gaps and set a baseline.
02 · Monitoring & alerts
Stand up or tune monitoring across each flow, with alert thresholds matched to business impact — not technical noise — and dashboards you can actually read.
03 · Operations & incidents
Tiered support with defined response SLAs — triage, root-cause analysis, resolution, and post-incident review, with a standardized runbook per flow.
04 · Optimization
Recurring performance review — find slow flows, error-prone steps, and configuration drift, and implement targeted improvements within scope.
05 · Governance & reporting
A monthly operations dashboard, a quarterly governance review with leadership, and annual audit-readiness — with compliance attestations as needed.
Honest coverage. Standard tiers run business hours with on-call escalation. True 24/7 is a Plus-tier option via partner escalation — only where you genuinely need it, never a default upsell.
What you're aiming at.
- Silent failures detected in minutes-to-hours, not days — no more hearing it from a customer.
- Higher, measurable integration uptime, with SLA targets defined per tier and per flow.
- Faster mean-time-to-restore — runbooks, on-call coverage, defined escalation.
- Alert noise reduced to meaningful signals tuned to actual business impact.
- Audit-ready evidence and a predictable monthly cost replacing emergency consulting bills.
What you get.
- Integration landscape inventory + dependency & ownership map
- Configured dashboards, tuned alert thresholds & per-flow runbooks
- Per-flow SLAs + escalation matrix + on-call rotation
- Monthly ops dashboard (uptime, MTTD, MTTR, incidents, alert volume)
- Quarterly optimization backlog + annual audit-readiness brief
Outcomes are what these engagements are built to deliver, grounded in 15+ years leading multi-system integration programs with real production-ops responsibility. As PDS engagements close, this section gets measured numbers.
Seven ways to engage.
A tiered managed-support retainer is the core; one-time engagements exist for clients not yet ready for one, or who need targeted help — quote-only, scoped to the work.
Integration Health Check
1–2 weeks · Diagnostic on existing integrations — failure modes, monitoring gaps, documentation state, recommended support tier.
Managed Support — Light
Ongoing · For 3–6 integrations — business-hours coverage and a monthly governance review. The entry-tier retainer.
Managed Support — Standard
Ongoing · For 6–15 integrations — business hours plus on-call, a defined SLA, monthly optimization, quarterly governance. The most common tier.
Managed Support — Plus
Ongoing · For 15+ integrations or critical-path flows — extended-hours coverage via partner escalation, faster SLA, dedicated architect time.
Performance Optimization Sprint
4 weeks · One-time tuning for underperforming integrations — slow flows, error-prone steps, alert noise. Standalone or mid-retainer.
On-Demand Incident Response
Per-incident · A break-glass option for clients without a retainer who need help with a specific incident.
Compliance & Audit Support
Annual / per-audit · An audit-readiness package — uptime reports, change history, SLA attestations, evidence collation.
Why bring PDS in for this.
We catch silent failures before customers do
Monitoring tuned to surface meaningful failures fast, with a signal-to-noise ratio that lets on-call actually respond — not just delete email. Six hours of detection time saved is sometimes the whole ROI.
Embedded operations experience
15+ years where integration ops decided whether programs delivered ROI — including real production-ops responsibility on custom CRM, SAP Business One, and Salesforce work.
Vendor-neutral on monitoring tooling
No partner tier with Datadog, New Relic, or Splunk. We'll tell you when your existing native cloud monitoring is enough and when it isn't — the value is the discipline around the tool, not the dashboard.
Right-sized between scripts and enterprise NOC
A freelancer sets up alerts and vanishes; an enterprise NOC shows up with a $300K minimum. PDS is senior, architecture-led ops with tiered retainers that match your real size — and honest coverage hours.
The run-side counterpart to Systems Integration Architecture & Build — build the flows, then keep them healthy as a Build + Run pairing.
No pitch, no pressure
Finding out from customers when a sync breaks?
A 30-minute call is enough to size your integration risk and whether a health check or a right-sized retainer is the better first move.
Book a call →Or email directly: info@prendergastdigital.com