Sold by: TBSCG
Twenty-four hour support for your live DXP estate. Something breaks, we pick it up. Monitoring, incident response, named operations lead who knows your platform. Canopy keeps the systems your business runs on running. CMS, DAM, ecommerce, the integrations between them, the infrastructure underneath. We monitor, we respond, we fix. A named senior operations lead is the consistent point of accountability across the engagement; the people who know your runbook are the people who pick up the phone. We are the shelter. While your team focuses on what comes next, we keep what is already live running. AWS Advanced Consulting Partner. Twenty years operating enterprise DXP estates for clients including Nikon, Bobcat, Herbalife, and El Corte Inglés.
Overview
What this is
Canopy is TBSCG's 24/7 managed support service for live DXP estates. The buyer profile is specific: an organisation whose CMS, DAM, ecommerce, and the integrations between them are in production and revenue-critical; a head of platform who needs the systems to stay up and someone senior to call when they do not; a procurement team that wants fixed-scope, fixed-price ongoing support rather than time-and-materials emergency engagements.
The name comes from what a banyan does for the ecosystem underneath: the spreading shelter that protects what lives below from the elements above. Canopy is the support practice that protects the live business while the platform underneath does its work.
What we cover
The full DXP estate. CMS is the centre of gravity for most of our customers, but Canopy covers everything around it: the headless content layer, the asset library (DAM), the ecommerce stack where one is present, the integrations between content, commerce, and downstream channels, and the infrastructure that all of it runs on. If it has gone live and the business depends on it staying up, it is in scope.
Outage in a CMS is a brand problem. Outage in commerce is a P&L problem. Outage in a DAM stops campaigns. We treat them with the urgency the business attaches to them.
How it runs
Twenty-four hours a day, seven days a week. Monitoring covers platform uptime, integration health, content delivery performance, asset delivery, and the dependencies underneath. When something goes wrong, the on-call response team picks it up. A named operations lead is the consistent point of accountability across the engagement: someone who knows your estate, your runbook, your escalation paths, and your team.
The engagement starts with a 30-day onboarding: platform context handover, runbook documentation, escalation paths, named operations lead introduction. From day 30, Canopy is live. Quarterly reviews cover performance metrics, incident retrospectives, and any operational improvements identified during the quarter.
What you get
24/7 monitoring and response across the live DXP estate. A named senior operations lead who knows your platform. Fixed-price support tiers with explicit response time SLAs and operational scope. Incident response that escalates to senior engineers who know your platform, not a queue of unfamiliar tier-1 staff. Quarterly performance reviews. Audit trail and governance integrity for regulated industries.
Outcomes typically include continuous uptime, faster mean-time-to-resolution than tier-based support contracts deliver, predictable operational spend, and confidence that the people responding actually understand the platform underneath.
Why TBSCG
AWS Advanced Consulting Partner. Magnolia Gold Partner. Certified across Contentful, Contentstack, Cloudinary, and commercetools. The multi-platform certification matters here because most enterprise DXP estates are not single-vendor: CMS from one supplier, DAM from another, commerce from a third, all integrated. The team has to read all of them.
Twenty years operating enterprise DXP estates for FS&I, retail, manufacturing, and global brand clients including Nikon, Bobcat, Herbalife, and El Corte Inglés. Senior operations engineers on bench, drawn on for the work, not assembled from offshore ticket queues.
The brand position: we are the shelter. While your team focuses on what comes next, we keep what is already live running.
Adjacent services
Grove for buyers who need active engineering work, new features, new capabilities, and platform evolution alongside operational support. Recovery for buyers whose platform has gone wrong and needs remediation before ongoing support makes sense. Advisory for buyers who need senior counsel on operational strategy or specific platform decisions.
Highlights
- 24/7 monitoring across the live DXP estate: CMS, DAM, ecommerce, the integrations between them, and the infrastructure underneath. When something breaks, the on-call team picks it up. Incident response routes to senior engineers who know your platform, not to a tier-1 queue. A named operations lead is the consistent point of accountability across the engagement, and the people who know your runbook are the people who answer the phone.
- Shelter, not a ticketing service. Most managed support contracts work on ticket volume: the more tickets they handle, the more they make. Canopy works on outcomes: keeping the platform up and the response time fast. The commercial structure is fixed-price support tiers with explicit SLAs, which keeps the incentive on uptime rather than throughput. Operations and change kept explicitly separate; new features go through Grove. The discipline is the point.
- AWS Advanced Consulting Partner. Magnolia Gold Partner. Certified across Contentful, Contentstack, Cloudinary, and commercetools. The multi-platform certification matters because enterprise DXP estates are rarely single-vendor. Twenty years operating enterprise DXP estates for FS&I, retail, manufacturing, and global brand clients including Nikon, Bobcat, Herbalife, and El Corte Inglés. Senior operations engineers on bench, drawn on for the work, not assembled from offshore ticket queues.
Details
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Pricing
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Support
Vendor support
Canopy is sold in support tiers. Each tier defines response time SLAs, included operational capacity, and named team composition. The named operations lead is contracted as the consistent point of accountability across tiers and across renewal cycles.
The boundary between Canopy and change work is enforced in the engagement structure. Where a buyer's request falls outside Canopy's operational scope, it is routed to a Grove conversation or a project quote rather than absorbed into the support engagement. Operations and change are separate practices, not the same engagement with different labels.
For regulated industries, Canopy includes operational procedures specifically aligned to common regulatory regimes (FCA, FDA, equivalent European frameworks). Worked into the support tiers rather than priced separately.
Contact: support_aws@tbscg.com / +44 20 8191 3160