Service Support Structure
All consulting services are delivered through a structured, three-tier support model. This allows support to be scaled to suit your operation — from an initial baseline review, through to ongoing technical oversight, or targeted project-specific input.
The intent is to provide the right level of technical support at the right time, without unnecessary complexity or commitment.
The scope of services, response times, inclusions and exclusions for each level of support will be defined in the applicable Service Schedule or Retainer Agreement.
1
Level 1 – Mix Review & Optimisation
Baseline technical reset
Provision of an independent technical review of the Client’s existing concrete mix suite, raw materials and available performance data.
Services are limited to assessment, optimisation recommendations and minor mix adjustments where agreed, with the intent of establishing a stable, compliant and production-ready baseline aligned to the Client’s plant configuration and materials.
2
Level 2 – Ongoing Technical Support
Retainer-based technical oversight
Provision of ongoing technical support and advisory services to maintain and optimise concrete mix performance over time.
Services include regular performance review, agreed mix adjustments, troubleshooting and technical guidance as conditions, materials and operational requirements change, delivered under a retainer arrangement with defined availability and scope.
3
Level 3 – Project-Specific & Ad-Hoc Support
Scoped technical services
Provision of defined technical services for specific projects, mixes or technical issues.
Services are delivered on a scoped, project-based basis with agreed deliverables and timeframes, and do not include ongoing performance monitoring or support unless expressly stated.
4
Level 4 – Virtual Technical Manager
Ongoing technical management services
Provision of senior-level technical management services acting as the Client’s nominated technical authority.
Services may include oversight of mix design, optimisation, quality systems, compliance, technical documentation and technical decision-making, delivered under a retainer arrangement and without the establishment of an employment relationship.
Level 1 – Mix Review & Optimisation
(Baseline Reset)
Purpose:
Establish a stable, compliant and cost-effective technical baseline.
This level is designed for operations that want to validate and optimise their existing mix suite, address known issues, or reset performance without disrupting production.
Typical Scope Includes:
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Review of existing concrete mix suite
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Assessment of raw materials (aggregates, cementitious materials, admixtures)
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Aggregate grading and blend optimisation
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Cementitious efficiency review
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Strength performance and variability review
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Identification of optimisation opportunities
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Minor mix adjustments where appropriate
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Technical recommendations and summary outcomes
Best Suited To:
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New or recently acquired operations
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Plants experiencing variability or performance drift
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Businesses preparing for growth or new projects
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Operations wanting an independent technical review
Outcome:
A robust, optimised mix platform that can be confidently taken into production or used as the foundation for ongoing support.
Level 2 – Ongoing Technical Support & Optimisation
(Retainer-Based Support)
Purpose:
Maintain performance, manage change and address issues before they impact customers or production.
This level provides continuous technical oversight and optimisation, supporting your operation as materials, conditions, volumes and requirements change.
Typical Scope Includes:
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Ongoing mix performance monitoring and optimisation
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Maintenance and evolution of the mix suite
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Minor mix adjustments as conditions change
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Cementitious and aggregate optimisation over time
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Strength modelling and trend review
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Review of testing results and compliance performance
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Support for QA systems, ITPs and testing frequencies
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Production troubleshooting and issue resolution
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Technical input into customer or project queries
Delivery Model:
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Monthly or quarterly technical retainer
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Agreed level of availability and response times
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Combination of remote support and site engagement as required
Best Suited To:
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Established concrete operations
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Businesses without full-time senior technical capacity
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Operations seeking consistency and continuity
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Producers managing multiple plants or variable materials
Outcome:
Stable, predictable performance with reduced technical risk and fewer reactive fixes.
Level 3 – Project-Specific & Ad-Hoc Support
Purpose:
Provide targeted technical input for defined needs without an ongoing commitment.
This level is designed for specific projects, customers, materials or technical challenges that require experienced input over a defined period.
Typical Scope Includes:
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Project-specific or specification-driven mix design
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New mix development for individual projects
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Structured trial mix programs
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Contract and specification reviews
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Independent technical opinions or peer review
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Support for new materials, suppliers or admixtures
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Short-term troubleshooting or investigations
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Technical input for tenders or proposals
Delivery Model:
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Scoped, project-based engagement
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Defined deliverables and timeframes
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Can stand alone or sit alongside Level 1 or Level 2 support
Best Suited To:
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One-off projects or clients
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Complex or high-risk pours
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New materials or performance requirements
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Operations needing short-term specialist input
Outcome:
Clear, focused technical guidance aligned to a specific objective.
Level 4 - Virtual Technical Manager
(Delivered Primarily Through Level 2)
The Virtual Technical Manager service sits within the Level 2 support model and provides senior technical leadership without the need for a full-time, in-house role.
This service may include:
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Acting as the primary technical authority for the operation
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Managing the mix suite and technical documentation
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Overseeing QA, compliance and testing programs
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Supporting production, quality and management teams
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Providing continuity of technical decision-making
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Acting as the external technical interface for customers or auditors
This model is scalable and can be adjusted as operational needs change.
How Levels Work Together
Most engagements follow a practical progression based on the maturity and needs of the operation:
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Level 1 – Mix Review & Optimisation
Establish a stable, compliant and production-ready technical baseline. -
Level 2 – Ongoing Technical Support
Maintain performance, manage change and optimise mixes over time through ongoing technical oversight. -
Level 3 – Project-Specific & Ad-Hoc Support
Provide targeted technical input for defined projects, materials or operational challenges as they arise. -
Level 4 – Virtual Technical Manager
Provide ongoing senior technical leadership and accountability across mix design, optimisation, compliance and technical decision-making without the need for a full-time in-house role.
Services may be accessed individually or in combination, depending on your requirements, and are not required to be undertaken sequentially.
Choosing the Right Level of Support
If you’re unsure which level best suits your operation, the starting point is a technical discussion focused on:
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Your current mix performance
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Plant setup and materials
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Compliance and risk exposure
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Short- and medium-term objectives
From there, the appropriate support structure can be recommended.
Not sure which level of support is right for your operation? Get In Touch