Working with us Support & Training - FAQs

Yes — there is a stabilisation period right after go-live, before Continuity support kicks in. Go-live is not the finish line, and Continuity is not switched on from day zero. The first few weeks after a Build phase ships are a stabilisation window: the team watches refresh schedules for failures, reconciles early outputs against source systems while users are still building trust in the numbers, and confirms that workspace backups and semantic model version history are actually recoverable rather than assumed to be. Incident ownership sits with the delivery team during this window, not a shared support inbox, so a broken refresh or a wrong permission gets fixed by the people who built it, fast, before it hardens into a workaround or a reason not to trust the report. Any adoption friction - a dashboard that is technically correct but confusing, a role that is too tight or too loose - gets triaged here too, tracked against Decision Adoption Rate rather than left to surface as a complaint months later. Once refreshes are stable and adoption is trending the right way, the engagement moves into the optional Continuity phase, where quarterly governance reviews, row-level security refreshes, and framework extension take over as the ongoing discipline.

We design for continuity from day one - documentation, training, and knowledge transfer are built into every engagement. The Continuity phase of the AAP provides ongoing retainer support for clients who want a long-term partner. We also offer ad hoc support for clients who prefer to manage independently with occasional specialist input.

After go-live, analytics stays governed long-term through the Continuity stage of the Analytics Acceleration Programme, rather than a project handover and a goodbye. That means a dedicated monthly allocation of consulting time to run quarterly governance reviews, extend the framework as new reports and data sources get added, retire measures that drift out of use, and refresh row-level security and workspace ownership as teams change. Most estates do not fail from a bad initial build, they fail because nobody owns the ongoing discipline once the original team moves on to the next project. Continuity exists specifically to be that owner, on a healthy monthly rhythm rather than a reactive callout when something breaks.