What we deliver
One Semaphore engineer, assigned to your account for the life of the retainer: development, configuration, upgrade support, and platform advice. The same person every month, so context never resets. Scope is set monthly from your roadmap, with capacity held for reactive work.
Why Semaphore
Sustaining clients stay with us longest. The retainer is a relationship, not a block of hours to burn down.
What sustaining typically covers
- Upgrade planning and execution (twice-yearly ServiceNow releases)
- New workflow development and catalog additions
- Integration maintenance and troubleshooting
- CMDB and discovery maintenance
- User access and role management
- Incident response for platform issues
- Strategic advice on new ServiceNow capabilities
How the retainer runs
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Month 1
Onboarding: instance review, access, roadmap alignment with your team
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Every month
Scope set from your roadmap, with capacity held for reactive work
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Twice a year
Upgrade planning and execution for each ServiceNow release
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Ongoing
Direct access to your engineer for development, configuration, and platform advice