The admin who built it has gone
Configuration decisions live in one person's memory, and that person changed jobs. Every change now starts with an archaeology exercise.
Managed Services · Ongoing Ownership The person who built your PandaDoc setup
The person who built your PandaDoc setup
left eighteen months ago.
Document systems decay in a specific way. Templates drift from the current clause set, a sync fails quietly, licences are assigned to people who have left, and each platform release changes something nobody has time to read about. Managed services means a named team that owns the system, watches it, and keeps it current. Somebody whose job it is when it breaks.
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Trusted by 500+ organizations — including revenue, sales operations and legal teams running document generation, quoting and e-signature on Salesforce and HubSpot with Twopir Consulting.
What We Take Ownership Of
- Salesforce Partner
- HubSpot Partner
- Template Governance
- Licence Administration
- Integration Monitoring
- Release Management
- Quarterly Review
- User Onboarding
What happens to a document system nobody owns
None of these is dramatic. That is what makes them dangerous — each one is discovered late, usually by a customer or an auditor. All six are prevented by the same thing.
Clause language is out of date
Legal revised the terms; the templates did not follow. You are sending an obligation you stopped agreeing to two revisions ago, and nobody has noticed.
A sync failed and nothing alerted
Document status stopped writing back three weeks ago. The pipeline has been reporting stale data since, and the first person to notice will be in a forecast meeting.
Licences are assigned to leavers
Seats attached to people who left, and the renewal quote is built on that number. This is the easiest money on this page to save.
Every change request waits on a project
A new product line needs a template. There is no route to get one built, so a rep makes a copy, and the library grows another branch.
Platform releases arrive unannounced
PandaDoc ships a new editor experience and an admin toggle that turns off at a deadline. Nobody read the release note, so the team finds out on a Monday.
What Managed Services Is
An owner for the system, not a help desk
Managed services means Twopir takes named, ongoing responsibility for your PandaDoc environment: handling change requests, administering users and licences, governing the template and clause library, monitoring the integrations, reading the release notes so you do not have to, and reviewing the system against your business each quarter. It is a retainer with an SLA, not a ticket queue.
Three things, kept distinct. PandaDoc's own support handles platform faults — the product not working as documented. Your team retains the business decisions: what the commercial rules are, what the clauses say, who should have access. Twopir owns the configuration, the change process and the health of the system in between. We are not a reseller and we do not replace the vendor's support contract.
The distinction from a project matters. A project has an end; a document system does not. Clause sets change, product lines launch, people join and leave, the platform ships releases, and the CRM has three releases a year of its own. Managed services exists because the work after go-live never stops, and most teams do not have a person whose job it is.
If what you need is a one-off diagnosis rather than ongoing ownership — you are live, something is wrong, and you want to know what — that is an optimization engagement, which is fixed scope and stands on its own. Many clients start there and move onto a retainer afterwards; plenty never need to.
Respond, manage, or own it outright
Three tiers, and the honest answer is that most teams need the middle one. Here is what separates them.
Respond
A retained team you can call, for organisations that have their own admin but no depth behind them.
- Named contacts and an agreed response window
- Break-fix on templates, workflows and syncs
- Escalation path to PandaDoc where the fault is theirs
- Advice on change requests your admin implements
- Release-note monitoring with a plain-language summary
- Quarterly health check
Manage
We run the workspace day to day. The common choice, and the one that removes key-person risk.
- All of Tier 01, plus we implement the changes
- Template and clause library governance
- User, role and licence administration
- Integration monitoring with alerting to us first
- New template builds within an agreed turnaround
- Quarterly review against business change
Own
Full accountability for the document platform and everything connected to it, including roadmap.
- All of Tier 02, plus the connected systems
- Integration repair and enhancement in scope
- Roadmap planning against your commercial calendar
- Adoption programmes for new teams and regions
- Compliance and retention posture reviewed
- Executive reporting on document operations
| Responsibility | Respond | Manage | Own |
|---|---|---|---|
| Answer questions and advise | Yes | Yes | Yes |
| Diagnose a broken template or sync | Yes | Yes | Yes |
| Implement the fix | Your admin | Twopir | Twopir |
| User, role and licence administration | — | Twopir | Twopir |
| Template and clause governance | Advisory | Twopir | Twopir |
| Proactive integration monitoring | — | Yes | Yes |
| New template builds | Quoted separately | Within retainer, agreed turnaround | Within retainer |
| Connected systems and integrations | — | Monitored | Owned and enhanced |
| Roadmap and adoption planning | — | Quarterly | Continuous |
We size the retainer from your document volume, template count, integration count and user churn — not from a seat number, which correlates with none of the actual work.
The boundary, in one sentence: we own the configuration and its health; PandaDoc owns the platform; you own the commercial and legal decisions. When a fault is genuinely the vendor's we raise and chase it with them rather than billing you to work around it.
The six streams behind a system that stays healthy
Recurring work, reported on, not an open-ended promise to be available.
Template & Clause Governance
The library stays small, current and owned, rather than growing a branch every time someone needs a variation.
- Change requests implemented against a convention
- Clause updates propagated from the Content Library
- New templates built within an agreed turnaround
- Unused templates identified and retired
- Version history and a documented change log
User, Role & Licence Administration
Joiners, movers and leavers handled properly, and a seat count that reflects reality at renewal.
- Onboarding and offboarding on your HR cadence
- Role and permission changes as teams reorganise
- Licence reconciliation against active users
- Access reviews for compliance
- New-starter training sessions
Integration Monitoring & Repair
The failures that are otherwise found weeks later at reconciliation.
- Sync health monitored in both directions
- Alerting routed to us before it reaches you
- Reconciliation reports surfacing drift early
- Rate-limit headroom reviewed as volume grows
- Repair inside the retainer at Manage and Own
Release & Change Management
Platform releases read, assessed and planned for, rather than discovered by your team on a Monday.
- PandaDoc release notes assessed for your configuration
- CRM seasonal releases regression-tested against the integration
- Editor and experience changes planned with your admins
- Deprecations flagged well ahead of deadlines
- A plain-language summary of what actually affects you
Reporting & Document Operations
Numbers that tell you whether the system is helping, not just whether it is up.
- Cycle time from send to signature
- Stalled and expired document reporting
- Template usage, including what nobody sends
- Approval bottleneck analysis
- A monthly report with the changes we made
Quarterly Review & Roadmap
A scheduled conversation about whether the system still fits the business.
- Configuration reviewed against current commercial reality
- New product lines, regions or entities planned for
- Compliance and retention posture checked
- Adoption gaps identified by team
- Next-quarter priorities agreed and written down
The connections we watch on your behalf
Each one named, with what we check and what we do when it fails.
Salesforce ↔ PandaDoc
Document creation, field population and status writeback checked in both directions, with seasonal-release regression testing three times a year when Salesforce ships.
HubSpot ↔ PandaDoc
Deal and line-item sync plus timeline event delivery monitored, with workflow dependencies re-tested when either platform changes.
Billing & subscription platforms
Signed-quote-to-subscription flows reconciled against what was actually billed, so drift surfaces in our report rather than in your month-end.
Storage & records systems
Filing of executed agreements verified, retention rules checked against policy, and the archive spot-checked for searchability.
iPaaS automations
Zapier, Workato and Celigo flows inventoried and monitored, including the ones built before we arrived that nobody has documented.
Custom API integrations
Where you have them: error rates, retry queues, dead letters and rate-limit headroom, with runbooks for the failure modes we have seen.
Notification routing
Slack and Teams delivery checked, because a notification integration that silently stops is indistinguishable from a quiet week.
Access & permissions
Reviewed on a scheduled cadence so permission creep is caught before an audit finds it.
Five phases to take ownership properly
Taking over somebody else's configuration badly is worse than not taking it over. The first month is deliberately discovery-heavy.
Discovery & Documentation
We document the current configuration — templates, roles, rules, integrations and the undocumented automations. Most environments we inherit have no written record of why anything was set the way it is.
Health Assessment & Triage
We assess the environment against how the business currently works and produce a prioritised list: what is broken, what is stale, what is unused, what is risky. You decide what gets fixed first.
Stabilise
We fix what is actually broken, retire what is dead, reconcile licences and put monitoring in place. This is where most of the first quarter's value lands.
Establish the Service
Named owner, response windows, request routing, change log and reporting cadence agreed and running. Your team learns how to ask for things and what to expect back.
Run & Review
Steady-state operation with monthly reporting and a quarterly review against business change. The review is where the retainer earns its place or gets renegotiated honestly.
What ongoing ownership actually protects
Real engagements, with the scope each number was measured against.
Document Automation, Built and Handed Over
40–150 sales users · 500+ documents per month · structured handover and admin training
500+
Documents per month supported
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System of record for every document
Real-time
Status tracking in the CRM
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Manual exports in the workflow
Proposal creation used to take a rep 45 minutes of copying data, fixing formatting, and hoping nothing was wrong by the time it reached the customer. Now they click one button inside Salesforce and a fully accurate, branded document is ready to send in under a minute.
Salesforce · Chargebee · PandaDoc
A connected quote-to-cash path with monitoring across every hop
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Systems monitored end to end
2-way
Sync health checked both directions
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Named service owner
4
Reviews a year
Engagement scope: ongoing ownership of a document and billing path spanning Salesforce, PandaDoc and Chargebee, with reconciliation reporting between signed and billed. Service metrics for this engagement are being confirmed with the client before publication.
Teams carrying risk they have not priced
If any two of these are true, the retainer usually costs less than the incidents it prevents.
Companies with no internal PandaDoc owner
It was set up by someone who has moved on or moved teams, and responsibility has quietly become nobody's.
Teams whose admin is at capacity
You have someone capable, and they are already running three other systems. Requests queue behind whatever is loudest.
Organisations with compliance obligations
Access reviews, retention policy and clause currency are auditable. Doing them ad hoc is a finding waiting to happen.
Companies growing into new regions or entities
Each expansion needs templates, terms and approval paths. Without a route to get them, teams improvise and the library fragments.
Teams recovering from an unnoticed failure
Something broke and stayed broken. You want monitoring and an owner, not just the repair.
Businesses where documents are the product boundary
Contracts define what you owe customers. A drifting template is a commercial exposure, not an operations annoyance.
We built these systems, so we can run them
Managed services from a team that only supports is different from managed services from a team that also architects.
We can implement, not just advise
A support partner who can only diagnose leaves the work with your admin. At Manage and Own we make the change, test it and log it.
We monitor the CRM side too
Most PandaDoc failures are actually CRM-side: a field-level security change, a new record type, a seasonal release. As a Salesforce Partner and HubSpot Partner we watch both ends.
We document what we inherit
Phase 01 exists because most environments we take over have no written record of why they are configured as they are. That documentation is yours regardless of what happens to the retainer.
We read the release notes
PandaDoc ships editor and experience changes with admin toggles that expire. Salesforce ships three releases a year. Somebody has to track what affects your configuration.
We report on outcomes, not tickets
Cycle time, stalls, template usage and approval bottlenecks. A ticket count tells you how busy we were, not whether your system is working.
40+ consultants across four time zones
Serving 500+ clients in the US, Canada, UK, UAE, Australia and New Zealand over 12+ years — so cover does not depend on one person being awake.
What teams ask before signing a retainer
The questions that decide tier, scope and whether this is worth it for you.
PandaDoc's support handles platform faults — the product not behaving as documented — and you should keep that relationship. We handle your configuration: the templates, the rules, the field mapping, the integrations, the users, and the decisions about how the system should change as your business does. When a fault genuinely belongs to the vendor, we raise and chase it with them rather than billing you to build a workaround.
At the Respond tier, yes — we advise and your admin implements. At Manage and Own, no: we do the implementation, though you still need somebody who can make business decisions about commercial rules, clause language and access. We are deliberately not in a position to decide what your contracts should say.
From document volume, template count, integration count and user churn — the four things that actually drive the work. Seat count is a poor proxy: a hundred users sending one template are far less work than twenty users across six entities with four integrations. We size it after the discovery phase so the number is based on your environment.
They are agreed per engagement and written into the service description, because a team where a stalled contract blocks revenue needs something different from a team sending routine NDAs. We would rather commit to a window we will hold across your time zones than publish a number that looks good on a page.
Yes — it is the most common way these engagements start. Phase 01 is specifically about documenting an environment nobody has written down, and Phase 02 produces a prioritised list of what is broken, stale, unused or risky. That documentation is yours to keep whatever happens afterwards.
We read the release notes and assess them against your configuration. PandaDoc has been rolling out a new editor and document experience with admin toggles that let Business and Enterprise workspaces control the timing, and changes like that need planning rather than discovering. We do the same for your CRM's seasonal releases, and regression-test the integration against them.
Yes, and many clients should. If you want a diagnosis rather than ongoing ownership — you are live, something is not working, and you want to know what — that is an optimization engagement: fixed scope, a written findings report, and no obligation to retain us afterwards. Plenty of teams do that and then run the fixes themselves.
You get the documentation, the change log, the configuration record and a handover to whoever takes over. We do not hold configuration knowledge hostage, and a retainer that has to be kept because leaving would be painful is not one we want.
Next Step
If nobody's job description includes this system
Tell us what you are running and who currently owns it. We will come back with what we would document first, what we would fix first, and an honest view of whether you need a retainer or a one-off review.
12+ years · 500+ clients · 40+ consultants · Salesforce Partner · HubSpot Partner
