Go live — cut-over & support
The end of the rollout, the start of the relationship. Staged cut-over with rollback if anything goes sideways. AU/NZ-based support on-call. Volume ramps up against real customers.
How cut-over actually happens
Cut-over happens on a Friday afternoon or over a quiet weekend, depending on your operation. We pause new orders into the old system, drain the in-flight orders, take a final stock count, and switch routing to OpsUI.
Rollback is a real option, not a marketing phrase. We hold the old system in a frozen state for the first 7 days. If something fundamental breaks on Monday morning, we can flip routing back inside 30 minutes and figure out what went wrong without losing orders.
AU / NZ on-call support
The founder team is on-call during the first two weeks of production — direct phone numbers, response inside business hours, escalation to the engineering side if anything actually breaks.
No off-shore tier-1 support team filtering tickets. The person who built the connector against your Xero tenant is the person who picks up the phone if Xero stops talking. We can fix issues at the source, not just log them.
Ramp-up over the first month
Week 1: full production but heightened monitoring. We watch the picking throughput, the courier label success rate, the Xero sync queue. Daily check-ins with your ops lead.
Week 2: monitoring throttles back. Weekly check-ins. Most exception cases have been seen at least once and have a documented playbook by now.
Week 3-4: standard support cadence. Monthly account review, ad-hoc support inbox / phone for anything the team needs. The relationship moves from "rollout team" to "your ops platform partner".
What operators actually ask about this stage
What happens if we have to roll back?
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How is "on-call" actually defined?
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When does the heightened support end and standard support begin?
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What does month two look like?
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Ready to start your rollout?
The scoping call is the first stage. Bring one of your own orders — in 30 minutes we walk through claim → pick → pack → ship on live OpsUI.