Managed Services
Enterprise Managed Pendo Services
An extension of your team. Ongoing operational support for organizations running Pendo across multiple products. A predictable support model without building a full internal Pendo team.
Engagement Overview
Up to 3
Apps supported
6 / month
Pendo Service Desk requests
24hr
Response time (business day)
6 or 12
Month renewal cycles
Recurring Activities
Weekly
- Maintenance & QA of Pendo configuration
- Status communication and risk updates
- Ad-hoc troubleshooting
- Tagging audits for untagged URLs
- User access monitoring
- General support via Teams, Slack, or email
Monthly
- Event audits and archiving (90-day zero activity)
- Behavioral insights from analytics reviews
- Segment reviews with verified labeling
- Pendo enablement sessions for your team
- Executive analytics reporting (adoption, UX, NPS, MAU)
Quarterly
- Metadata audits for naming conventions
- Executive analytics summary with trend analysis
- Governance review and playbook updates
Pendo Service Desk
Structured intake for net-new configuration work beyond the recurring activities. Submit a request, we scope and prioritize it, and deliver within the agreed timeline.
New Feature Tagging
Tag new features plus associated dashboard updates to make the data visible.
New Dashboard Build
Net-new analytics dashboard scoped to a defined use case or stakeholder audience.
New Guide Build
In-app guide configuration including tagging and a performance dashboard.
New Product Install Support
Discovery, installation review, snippet deployment, initial tagging, and dashboard setup. Consumes 2 credits.
Analytical Request
A defined analytical question answered with a written summary and supporting Pendo data.
Pendo Service Desk Policies
- Monthly request allowance does not roll over
- Each request scoped to approximately 8 hours of effort or less
- Requests exceeding 8 hours may consume additional credits
- Overage requests billed at per-request rate defined in the SOW
Your Dedicated Team
Balboa Enterprise Managed Services isn't just access to one person. It's a team of professionals who know your account, your Pendo environment, and your business goals. Every engagement is staffed with a cross-functional team so you're never dependent on a single point of contact.
25% Dedicated
Engagement Manager
Coordinates delivery, manages the relationship, runs program management, and provides status reporting.
25% Dedicated
Lead Solution Consultant
Leads Pendo Service Desk intake, scoping, analytics reporting, and new product installation support.
25% Dedicated
Solution Consultant
Hands-on Pendo configuration, tagging, dashboard work, and guide builds.
10% Dedicated
Solution Architect
Metadata audits, governance standards, and architecture decisions for new installs.
2–4 hrs/month
Executive Sponsor
Advisory engagement with your executive sponsor. Available for escalation and strategic alignment.
Program Cadence
What You Provide
- A designated point of contact with prioritization authority
- Access to engineering or product resources when needed
- Requirements and context for Pendo Service Desk requests
- Participation in scheduled program touchpoints
Center of Excellence Overlay
Optional Add-On
For enterprise customers who want to build internal Pendo capability alongside the managed services engagement, we offer a CoE workstream that runs in parallel — preparing your team to eventually transition from managed services to independent operation.
Learn about the CoE AcceleratorPricing
Fixed monthly fee based on the number of products supported and monthly Pendo Service Desk request volume.
Tier 1
$15–18K
per month
4–5 products supported
Up to 3 requests/month
Tier 2
$18–25K
per month
6–8 products supported
Up to 6 requests/month
Tier 3
$25K+
per month (custom)
8+ products supported
Up to 8 requests/month
Overage rate: $2,500 per additional request beyond monthly allowance.
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