Engagement model

Pay for results, measured against agreed service levels.

Hinkor takes responsibility for running a defined service, from infrastructure and applications to security monitoring and business processes. Performance is measured against agreed service levels and reported transparently.

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Overview

How this works in practice.

Outcome-Based Engagements put Hinkor in charge of running a defined service, measured against service levels you agree.

We take over through a structured transition, stabilize the service, then operate it with a named service manager and regular reporting. Every service review includes recommendations that reduce cost, effort and risk over time.

The result is predictable costs, accountable delivery and an internal team free to focus on priorities.

Typical duration
Multi-year, starting with a transition
Commercial model
Recurring fee for a defined scope
Team
Hinkor service team with a named service manager
Governance
Service level reports and regular service reviews

A good fit when

  • You want predictable costs for ongoing operations
  • The service can be clearly defined and measured
  • Your team should focus on priorities, not routine operations
  • You need accountable, consistent service delivery

What the engagement includes

  • Defined scope and service levels. What is included, response and resolution targets, and reporting are set out in the service agreement.
  • Named service manager. One accountable contact manages performance, escalations and service reviews.
  • Structured transition. Services move to Hinkor through a planned transition, without disruption to your users.
  • Transparent reporting. Regular reports show performance against service levels, trends and agreed actions.
  • Continual improvement. Improvement recommendations are part of every service review, not an extra project.

How it works

From first conversation to a working engagement.

  1. 01

    Transition

    Document the service, transfer knowledge and agree scope, service levels and escalation paths.

  2. 02

    Stabilize

    Resolve recurring issues, confirm procedures and baseline performance before taking full responsibility.

  3. 03

    Operate

    Run the service day to day and report performance against agreed service levels.

  4. 04

    Improve

    Review trends with you and deliver improvements that reduce cost, effort and risk.

Applies to

Services delivered this way.

All services

Related

Keep reading.

FAQ

Questions about outcome-based engagements

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How is the fee calculated?

The fee is based on service scope, volumes, support hours and service levels. It is agreed as a recurring charge, with clear rules for changes in volume or scope.

What happens if service levels are missed?

Missed service levels are reported openly and reviewed with you, with corrective actions agreed. Commercial consequences, such as service credits, are defined in the service agreement where required.

Can we change the scope during the contract?

Yes. Scope changes are agreed through a change process, with any impact on fees and service levels confirmed before they take effect.

What if we want to bring the service back in-house?

Exit arrangements are defined in the service agreement. Documentation, runbooks and knowledge transfer support a structured handover to your team or another provider.

How is this different from Dedicated Teams & Team Extension?

With Dedicated Teams & Team Extension, you direct the work and Hinkor provides the people. With an Outcome-Based Engagement, Hinkor runs a defined service and is accountable for agreed service levels and outcomes.

Next step

Ready for predictable, accountable operations?

Talk to our team about the services, service levels and priorities you need.

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