Care questions, answered plainly
The current public Care model has 5 packages. Coverage is defined by the written agreement, not by an implied all-inclusive support tier.
No. Each Care engagement covers defined systems, responsibilities, operating cadence, reporting, and change boundaries. Managed Help Desk, open-ended project work, and unlisted systems are separate unless the agreement explicitly includes them.
Not by default. Support windows, after-hours coverage, escalation paths, and any response commitments are agreement-specific. We do not imply unstaffed or uncontracted 24/7 coverage.
Sometimes. We first review ownership, access, documentation, architecture, security posture, dependencies, and supportability. Remediation or transition work may be required before a system is accepted into Care.
The signed scope identifies the covered systems and responsibility boundaries. The operating record should make it clear what Vantus is responsible for, what the client is responsible for, and what remains outside Care.
No blanket guarantee is implied. Backup and recovery evidence, monitoring, security work, compliance readiness, and any service commitments are defined by the actual scope. Compliance readiness is not legal advice or a certification guarantee.
The applicable agreement and incident procedures control the response. If incident-response responsibility is not included in Care, Vantus may provide separately scoped assistance or route the client to the appropriate incident-response engagement.
Yes. Changes are handled through the commercial change process so coverage, price, responsibilities, billing, and entitlements stay aligned. A package change does not silently expand scope before it is approved.
Vantus does not design dependency traps. Ownership, handoff, access, and documentation are handled according to the signed scope and contract. Where practical, client-owned accounts and direct billing are preferred for third-party systems.
Offboarding follows the contract and transition scope. The goal is a controlled transfer of documented access, current operating information, outstanding risks, and agreed handoff materials rather than an undocumented vendor exit.
Third-party software, cloud usage, hardware, domains, vendor fees, travel, media, after-hours work, major projects, migrations, and other pass-through or exceptional costs may be separate when they apply. They should be disclosed before approval.
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