Your platform, expertly operated so your team can focus on running the business, not the billing system.
Running a telecom platform takes more than fixing things when they break. Rate updates, routing changes, reporting tweaks, configuration work. It all needs someone’s time, and it rarely stops. JeraSoft Managed Operations puts that ongoing work in the hands of the engineers who know your platform best.
Managed Operations is a paid retainer service, available exclusively to customers with an active JeraSoft Support subscription. It gives your team a dedicated block of monthly hours to hand off day-to-day operational work to JeraSoft – while you stay fully in control of every business decision.
What’s included in your retainer
- Dedicated monthly hours
Your subscription includes a set number of hours each month, delivered by JeraSoft engineers and reserved exclusively for your operational requests–no competing for ticket priority. - Rate, routing and configuration changes
From tariff updates to routing plan adjustments and system configuration, our team executes the operational changes your platform needs, so your team doesn’t have to. - Reporting and dashboard support
Need an existing report adjusted, a dashboard reconfigured, or a change to how your data is displayed? We handle these within your included hours. Larger, net-new reporting builds are scoped and quoted separately, the same way other significant work is. - Small enhancements and platform tuning
Ongoing tuning and small improvements that keep your platform running the way you need it to without opening a full development project. - Written approval on every impactful change
Any change with a financial or business impact is implemented only after your written sign-off. You always know what’s changing and why before it happens. - A clear emergency path, when you need it
Urgent, time-sensitive requests are handled as a priority, drawn from your included hours at 2x the standard rate so speed is always available when it matters.
How Managed Operations work
Managed Operations runs alongside your existing Support subscription, not instead of it–Support and Custom Development remain unchanged and separately available.
- Eligibility: available only to customers with an active Support subscription; your Managed Operations term is aligned to your Support expiry date.
- Delivery hours: requests are delivered during UK business hours. This is a scheduled, expert-led service rather than a 24/7 emergency line–that’s what your Support subscription is for.
- Included hours: your monthly hours are prepaid and reserved for you. Unused hours don’t roll over to the next month, so it pays to put them to work.
- You stay in control: you remain responsible for your source data, approvals, final validation, and the business decisions and outcomes that follow from any change we make.
What’s not covered
Managed Operations is built for ongoing operational work – not for everything. The following are scoped and quoted separately, so your retainer stays predictable:
- Custom development and new feature – this requires development work, not operational execution, so it’s scoped and delivered through JeraSoft Custom Development instead.
- Issue resolution and general troubleshooting – already covered under your Support subscription. We won’t draw down your retainer hours for something Support already handles – no double charging.
- Major reconfiguration and larger initiatives – these are better delivered as project-based work, with their own timeline, milestones, and deliverables, rather than drawn hour by hour from a retainer.
If a request falls into one of these categories, we’ll let you know up front and provide a separate quote – no surprises on your monthly invoice.
