What is included in a managed services agreement?
Design capacity, ongoing development, continuous QA, L2 and L3 support, recruitment and squad augmentation, plus governance and reporting. All sit under one framework with a senior point of contact, sprint demos and steering-ready status. You do not re-procure for each new feature or fix, because the squad and SLAs are already in place.
How do you price capacity vs fixed scope?
For ongoing work we price flexible capacity, FTE or squad days per month, so you can shift priorities without renegotiating. Fixed scope suits one-off initiatives inside the same agreement. We define both in the framework so steering committees see cost against delivery, and we review utilisation regularly so you are not paying for idle capacity or scrambling for more.
Can we start with a pilot before a full FWA?
Yes. A three to six month pilot on a defined squad and scope lets both sides prove fit before a multi-year agreement. We use the pilot to align process, reporting and SLAs, then scale into the full framework when you are ready. Pilots are structured so you see real delivery, not a sales exercise, and the same people can stay on when the FWA starts.
How do you report progress to steering committees?
A senior lead owns communication. Sprint demos show working output, live status covers scope, risks and milestones, and reporting follows your governance cadence and KPIs, not a ticket wall. Steering committees get a current picture they can act on, with escalation paths defined when priorities or risks change mid-programme.
Do you provide on-site people in the Kingdom?
Yes. We are a registered Saudi entity with people in Riyadh and on-site teams across the Kingdom. Augmented specialists and recruited roles work inside your offices or ours, alongside your stakeholders. That proximity matters for governance workshops, incident response and the working relationships that keep long programmes stable.
How do you handle knowledge transfer and documentation?
Documentation and runbooks are part of delivery, not an afterthought. We maintain architecture notes, operational guides and handover material as the platform evolves, so your team never depends on one person’s memory. Knowledge transfer is continuous under the agreement, which is why partners stay for years without losing institutional context.
What SLAs do you offer for support?
Response and resolution targets are set to system criticality, from hours for production incidents to agreed windows for lower tiers. L2 handles operations, L3 brings engineering depth from people who built the platform. SLAs are defined in the framework and reviewed with your steering committee, so support expectations match how the business actually runs.
Why Crafton instead of staff augmentation only?
Augmentation gives you people. We give you an accountable squad that designs, builds, tests and supports under one contract, with Polish engineering depth and Saudi on-site presence. Partners like Takamol stay for more than five years because continuity, governance and SLAs are built in, not billed as separate line items every quarter.
