Managed Integration Services Powered by Patchworks
Cogent2 provides managed integration services for merchants using the Patchworks integration platform. We help configure, monitor, support, and optimise integration flows, giving your team confidence that key system connections are being managed by experienced ecommerce integration specialists.
Patchworks is a third-party SaaS platform operated by Patchworks Media Ltd. Cogent2 is your service partner and contractual counterparty for the managed service, while the Patchworks platform itself remains owned and operated by Patchworks.
What’s included
Our managed service covers the ongoing management and support of integrations configured on the Patchworks platform.
This includes:
Configuration and management of existing integrations
Monitoring of integration flows and platform activity
Incident investigation and resolution
Minor configuration changes and optimisation
Ongoing platform management and support
Notification management and alert triage
Flow fixes for script and configuration errors
Monitoring of integration health and uptime
Guidance on platform usage and best practice
Support is provided during UK business hours, Monday to Friday, 09:00 to 17:30 GMT/BST, excluding English public holidays.
What’s not included
The managed service is designed for ongoing support and platform management. It does not include new integrations, material logic changes, significant re-engineering, custom development, or enhanced support unless agreed separately.
The following are outside basic support:
Data quality issues originating from your own systems or third-party systems
Code changes, custom development, or logic modifications
Fundamental Patchworks platform defects or limitations
Issues caused by changes made by the client or third parties without prior agreement
Where a request falls outside the agreed scope, we can quote it separately or deliver it on a time and materials basis.
Powered by Plus
For clients who need more than basic support, Cogent2 can provide additional services through a separate Powered by Plus agreement.
This may include new integrations, custom development, enhanced support, more complex configuration changes, or larger optimisation projects.
Self-service access
Cogent2 will provide documentation to help clients use available self-service functions within Patchworks. This may include viewing logs, manually triggering flows, and accessing dashboard reporting.
When the Patchworks read-only customer role becomes available, Cogent2 will notify clients so they can access the appropriate level of platform visibility.
Platform dependency
The performance and availability of the managed service depends on the Patchworks platform. Cogent2 does not control the platform roadmap, development decisions, operational decisions, infrastructure, APIs, or service levels.
Where platform-related incidents occur, Cogent2 will use reasonable endeavours to investigate, manage, and escalate the issue where appropriate.
Pricing
Managed services are charged monthly in advance. All prices are exclusive of VAT.
Each plan includes a monthly Operations allowance. Operations include total transactions and API calls processed through the Patchworks platform each calendar month.
| Plan | Included Ops | Monthly Fee | Overage Rate |
| Intro | 8,000 | Enquire | Enquire |
| Starter | 15,000 | Enquire | Enquire |
| Growth | 70,000 | Enquire | Enquire |
| Scale | 100,000 | Enquire | Enquire |
| Advanced | 150,000 | Enquire | Enquire |
If monthly usage exceeds the included allowance, overage charges may apply depending on the selected plan and agreed commercial terms.
For pricing, support requirements, or higher-volume usage, please enquire and Cogent2 will recommend the most appropriate plan.
Fair use
A soft cap of 200,000 Operations per month applies across all plans.
If usage consistently exceeds the selected plan allowance or the soft cap over a rolling three-month period, Cogent2 may review the account and discuss a more appropriate commercial arrangement. This may include moving to a higher-tier plan, adjusting the pricing plan, or migrating the client to a direct Patchworks contract.
Cogent2 will provide notice and discuss any required changes in good faith before taking action.
Contract term
Managed services are provided on an initial 12-month term. After the initial term, the agreement renews for further 12-month periods unless either party gives notice of non-renewal.
Fees may be reviewed on renewal with appropriate notice.
Client responsibilities
To help us provide the service effectively, clients are responsible for providing reasonable access, information, and cooperation. Clients should maintain their own systems and third-party applications in good working order, notify Cogent2 of changes that may affect integrations, and pay fees in accordance with the agreed payment terms.
Data protection
Both parties are required to comply with applicable data protection laws, including UK GDPR and the Data Protection Act 2018.
Where personal data is processed through Patchworks, that processing is subject to Patchworks’ own data protection terms, certifications, and security measures.
Where Cogent2 processes personal data on behalf of a client outside the Patchworks platform, a separate data processing agreement may be required.