Your digital estate isn’t just infrastructure - it’s your brand, your customer experience, your business performance. But too often, platforms are left vulnerable to downtime, slowness, vulnerabilities or worse - major failures that ripple across the organisation.
If you’re a digital or IT lead feeling overwhelmed, firefighting daily, and shouldering the blame when things go wrong, you’re not alone. And if you're questioning your current support provider - or lack of one - this guide is for you.
We explore why digital platforms fail, the high cost of poor support, and how enterprise-grade businesses can safeguard their operations with the right partner.
Support failures don’t happen overnight. Instead, they build quietly over time, through:
And when the support breaks down, the consequences hit hard:
For many businesses, this environment is all too familiar.
Relationships break down over time - whether due to poor communication, service limitations, or misaligned priorities. Many providers also "sunset" older platforms or deprioritise certain services, leaving your business exposed.
When budgets are squeezed, maintenance suffers. But neglecting updates, vulnerability fixes, uptime monitoring, and proactive fixes only pushes issues downstream - where they’re more costly and more public.
Many agencies are great at launching websites - but fail to deliver robust post-launch support. Without 24/7 monitoring, SLA-backed response and resolution times, and continual maintenance, even the best platforms degrade.
Marketing wants agility. IT wants stability. Without a support partner that speaks both languages, internal relationships may fray and progress can stall.
Without a reliable support partner, your team gets stuck reacting to the bad instead of innovating. Improvements pile up, your backlog is now bloated. Fatigue and boredom sets in. Talent leaves.
Mando Group’s support offering is designed specifically for high-performing, high-pressure and fast paced environments.
Here’s what good looks like:
Our UK-based, 24/7/365 support ensures you’ve always got support available - especially during peak periods. You’re never left waiting in a queue or passed between teams unfamiliar with your estate.
Each incident is treated with care and attention using ITIL aligned protocols. From triaging through to resolution, all incidents are updated regularly in real-time so you know what is happening, what are the next steps and when the incident will be fixed.
Beyond reactive support, we drive forward-thinking maintenance - Security vulnerability patching, performance optimisation, SSL renewal processes and scaling websites for peak times.
As a leading UK Optimizely Platinum Partner, we don’t just understand your DXP - we help you get more from it. Whether you’re running CMS, CMP, or Commerce, we scale and optimise your platform, not just maintain it.
We know switching providers feels risky. That’s why we focus on building trust, starting with a comprehensive onboarding, dedicated client success teams, and clear KPIs from day one.
If you’re in crisis - or worried you might be - here’s how to begin making the shift:
Run a Tech Audit
Identify gaps, risks, and potential vulnerabilities. We offer a guided audit designed to benchmark your current estate as we technically onboard it.
Map Out Your Support Needs
Do you require 24/7/365 support? Do you require us to act as a managing agent for 3rd parties? Do you require ongoing maintenance to ensure stability of the website? What does success look like beyond uptime?
Engage a Partner Who Gets It
Don’t settle for patchwork support. Choose a provider with experience supporting enterprise digital estates - and who can speak to both IT and wider business stakeholders.
Plan the Transition Intelligently
Our onboarding process ensures minimal disruption and maximum clarity - from day one.