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Super Care™

Your platform, always improving

Super Care™ philosophy

The organizations that get the most from their digital platforms are the ones that treat them as living products: investing in continuous improvement, staying current with platform upgrades, and adapting to what users actually do.

Super Care™ is how TechGuilds makes that possible. It's not a helpdesk. It's not a break-fix contract. It's your always-on TechGuilds team: the same people who know your platform, your stack, and your goals, working proactively to keep your digital experience performing at its best.

What we do

SLA-Backed Support & Incident Management

When something goes wrong, you hear from us first.

When something goes wrong, you hear from us before you hear from your users. Super Care™ clients have direct access to senior TechGuilds practitioners under defined SLA tiers, with response times, resolution commitments, and escalation paths that are documented and reliable.

What’s covered

  • Incident monitoring and alerting
  • SLA-backed response and resolution
  • Root cause analysis
  • Security and vulnerability management
  • 24/7 coverage for critical issues

Continuous Improvement

Your platform gets better every quarter, not just when you can justify a new project.

Super Care™ isn't reactive, it's proactive and progressive. Each program includes planned improvement cycles where we work with you to prioritize UX enhancements, new features, A/B testing, content operations support, and performance optimizations. Your platform gets better every quarter, not just when you can justify a new project.

What’s covered

  • Quarterly planning and roadmap review
  • UX and UI improvements
  • New feature development
  • A/B testing and experimentation
  • Performance optimization
  • Content operations support

Version Upgrades & Platform Evolution

Stay current without it becoming a project.

DXP platforms evolve constantly. Keeping your implementation current with platform upgrades, security patches, and capability releases is essential, and it's exactly the kind of work that falls through the cracks without a dedicated team on it.

What’s covered

  • Platform version upgrades and patch management
  • Compatibility testing
  • Upgrade planning and execution
  • Platform roadmap advisory

SEO / AEO / GEO Monitoring

Organic performance doesn't maintain itself.

Organic performance doesn't maintain itself. Super Care™ includes ongoing monitoring of your search visibility, AI citation presence, and content performance, with regular recommendations that keep your platform discoverable across search engines and AI tools.

What’s covered

  • Search performance monitoring
  • AI citation tracking
  • Content recommendation cycles
  • Technical SEO maintenance
  • Structured data management
Amica Senior Lifestyles website

Hospitality | Super Care™ | Sitecore

Amica Senior Lifestyles

75% increase in conversions. 90% fewer outages. Performance score up from 73% to 93%. Azure costs reduced by 50%.

Public Health Ontario website

Healthcare | Implement | Super Care™ | Sitecore

Public Health Ontario

GTmetrix performance score improved from 72% to 88%. Zero-downtime deployments on a mission-critical public health platform.

NWMO website

Government | Strategy | Design | Implement | Super Care™ | Sitecore

NWMO

A strategic redesign that transformed nwmo.ca into a high-performance communications platform, ready for peak public and regulatory attention.

FAQ

Common questions

How is Super Care™ different from standard platform support?

Standard support is reactive. Super Care is customizable and proactive. It is a managed services model built around each client's specific needs, combining ongoing monitoring and maintenance with continuous improvement, accessibility and SEO work, AEO and GEO optimization, UX enhancements, and development services — all under a single engagement. Clients on Super Care consistently see meaningful reductions in outages and infrastructure costs alongside measurable improvements in performance, conversion, and accessibility, because the program is structured to deliver ongoing value, not just keep the lights on.

What SLA tiers do you offer?

We offer SLA-backed application support as part of every Super Care program, with 24/7 coverage reserved for critical issues. The specific SLA terms, response times, and coverage levels are scoped based on the criticality of your platform and your operational requirements. Organizations running platforms where downtime has direct public or business impact (mission-critical information sites or high-traffic lead generation properties, for example) can be structured for zero-downtime deployments and around-the-clock coverage. We design the SLA to match what your organization actually needs.

Can we start Super Care™ without having done an implementation with TechGuilds?

Yes. Super Care is designed to be accessible regardless of how or when your current platform was built. We begin with a comprehensive technical audit to understand your environment, identify gaps, and establish a baseline. From there, we develop a prioritized roadmap and begin delivering improvements. Some of our strongest Super Care engagements began with a platform that was already in distress, and stabilization was the first order of business.

How is the continuous improvement program structured?

Continuous improvement under Super Care is structured around regular audits, prioritized recommendation reports, and sprint-based delivery cycles. We assess performance, accessibility, code quality, content management, and UX on an ongoing basis, then work through a backlog of improvements in order of business impact. The program evolves as your platform's needs evolve, moving through phases like stabilization, modernization, and growth depending on where you are in the maturity curve.

What happens if we need something outside the agreed scope?

Super Care is intentionally structured. The retainer scope and SLA tier are defined upfront, and that structure is what makes the program reliable and predictable. When something genuinely new arises outside that scope, there is a clear process for adding professional services: we scope, estimate, and prioritize together, keeping you in control of the roadmap without disrupting the ongoing program. No surprise invoices, and no re-scoping every time you need something done.