Nuvepro - Task Intelligence for the Enterprise
Sustainment Program

The first AI-enabled task is in production. Now what?

A common question from CXOs evaluating a multi-year engagement: if an agent stops working in production, who fixes it? Nuvepro's sustainment program is built into every Pilot, Sprint, and Enterprise engagement. Forward-deployed engineers, monitored agents, defined escalation protocols, and a multi-year cadence that matches how your business actually operates.

Four Pillars of Sustainment

Built into every engagement. Not an add-on, not a separate SKU.

Monitor

Every agent in production is instrumented from day one. Latency, error rate, escalation rate, output quality, drift detection. Dashboards visible to your team and ours. When something drifts, both sides see it before the business does.

Per-agent telemetry. Per-workflow KPIs. Per-tenant dashboards. Alerts to your on-call channel and ours.

Respond

Defined escalation protocols. When an agent breaks, the on-call engineer is paged. P1 issues (agent down, blocking business operations) get a response within 1 hour. P2 (degraded but functional) within 4 business hours. P3 (cosmetic or improvement) within 2 business days.

Tiered SLAs by severity. Joint on-call rotation. Postmortem within 5 business days of any P1.

Operate

Forward-deployed engineers, virtual or onsite. Sized to engagement: 1-2 engineers for Sprint, scaling to a dedicated pod for Enterprise. They sit alongside your team, learn your business, and operate the agents day-to-day. Your team owns the work; we own the agents.

FDE model. Virtual default; onsite available for regulated industries. Pod scales with workflow rollout cadence.

Evolve

Every workflow expansion is a sustainment moment. New agents added, old ones tuned, prompts versioned, models updated, EASE assessments re-baselined. The platform gets faster every quarter. Quarterly business reviews surface what's working and what to expand next.

Versioned agents and prompts. Continuous EASE benchmarking. QBR with named outcomes and next-quarter scope.

SLA Tiers by Engagement Shape

Pilot validates. Sprint productizes. Enterprise sustains for years.

Pilot

14 days + 30 days post-pilot

Single workflow. Best-effort monitoring during the pilot, virtual support window 9am-6pm in the client's primary timezone for 30 days post-pilot. No P1 SLA — the pilot is the validation phase.

Included in Pilot fee

Sprint

1 quarter rolling, renewable

First department in production. 1 dedicated forward-deployed engineer (virtual). P1: 1 hour. P2: 4 business hours. P3: 2 business days. Weekly check-ins, monthly QBR.

Included in Sprint engagement

Enterprise (Multi-Year)

Annual, multi-year

Multiple departments, sustained rollout. Dedicated pod sized to scope (2-6 engineers). P1: 1 hour 24/7. P2: 2 business hours. P3: 1 business day. Quarterly business reviews. Onsite available.

Annual contract with multi-year discount

DIY Sustainment vs Nuvepro Sustainment

Why most clients keep us on for the multi-year.

DimensionDIYWith Nuvepro Sustainment
Who's on call when an agent breaks
Your internal AI team (if you have one)
Joint on-call: your team + our FDE pod
Time to detect a drifting agent
When the business complains
Telemetry catches it before the business notices
Knowing whether the model bump broke something
Manual regression on critical workflows
EASE re-baselined on every model bump
Expansion to the next workflow
Start from scratch, re-learn the patterns
Patterns from the first workflow reused; ramp time drops every cycle
Compliance / audit trail
Build your own logging and retention
SOC 2 + audit log export included

Frequently Asked Questions

P1 incident. The on-call engineer is paged within minutes. Response within 1 hour (Enterprise tier) or 4 business hours (Sprint). The forward-deployed engineer assigned to your tenant is the first responder; they have the context, the access, and the prompt history. Postmortem within 5 business days for any P1, with root cause and prevention plan.
Forward-deployed engineers. They sit alongside your team — virtual default, onsite for regulated industries. They're not a generic support pool; they're assigned to your tenant, know your workflows, and have full context. The FDE pod scales with engagement: 1 engineer for Sprint, 2-6 for Enterprise depending on workflow count.
Included: agent monitoring, P1/P2/P3 response per SLA, model version upgrades and re-baselining, prompt tuning, drift detection, EASE assessment refresh, quarterly business review. Out of scope: net-new workflow build (that's a new Sprint), changes to your underlying business processes, infrastructure outside Nuvepro's tenant (your VPC, your LLM provider issues unless we can mitigate).
We architect for fallback. The fallback chain (e.g. OpenAI → Anthropic → on-prem model) is configured per tenant during Sprint. If OpenAI is down, the agent automatically routes to the configured fallback. We monitor the fallback chain itself and surface degraded states in your dashboard. P1 only triggers if the entire chain is down.
Designed for that path. The Pilot and Sprint phases are explicitly about getting your team trained on the platform; sustainment is the multi-year extension if you want it. We document every agent, every prompt, every workflow. Knowledge transfer is built into the engagement. Some clients (especially the high-end ones in regulated industries) want to absorb the operation eventually; we make the handoff clean.
Included in Pilot and Sprint engagements. Enterprise (multi-year) is scoped per client based on workflow count, response-time tier, onsite vs virtual, and pod size. Reference range: $XXk-$XXXk annual per department in active operation. Custom quote provided after the audit defines the scope.
Yes. Per-tenant deployment can be in Nuvepro's cloud, your AWS / Azure / GCP account, or fully on-prem. LLM provider choice is independent (closed-LLM-in-tenant-cloud, or open-source like Llama / Qwen / Gemma on-prem). Data residency and compliance posture documented per engagement. SOC 2 Type II by default.

Want a sustainment-shaped scope for your engagement?

Tell us the workflows, the volume, the response-time tier, and your VPC posture. We'll scope the multi-year shape.

Talk to a Sustainment Lead