Managed services
Designed for teams who need confidence, coverage or capacity, not another workflow to manage. Combines Arwen’s platform with experienced community specialists to protect your brand, engage your audience, and handle risk—without adding internal cost or complexity.
When managed makes sense
Our Managed Service is typically chosen when running community operations in-house becomes a risk, a drain or a distraction.
You’re stretched thin and comment volumes fluctuate. Our Managed Service gives you expert coverage without hiring, training or reallocating internal teams.
When mistakes escalate quickly or attract scrutiny, experience matters. Our specialists work to your policies and escalation paths, with judgement when it counts.
Your community doesn’t switch off and neither do we. Get consistent moderation and engagement, day and night, without imposing shift work or burnout on your team.
You care about results, not managing tools. We run the day-to-day operations inside Arwen, while you keep visibility, control and oversight.
You decide what “good” looks like. We execute it consistently, at scale.
Our specialists review and act on high-risk, ambiguous, and edge-case comments using Arwen’s tooling, ensuring consistency, accuracy and restraint.
We engage with high-value comments on your behalf, using your tone of voice and approved guidance, so opportunities aren’t missed and questions don’t linger.
Expertise and infrastructure
Reliable coverage, consistent decisions, fast responses
The result: fewer fires, calmer teams and comment sections you can trust to run safely at scale.
24/7
Your community doesn’t pause and neither does risk. Our managed team provides continuous coverage across time zones, weekends and campaign spikes, without stretching internal teams.
100%
Every action is taken in line with your policies, tone, and escalation paths. Our specialists operate with clear guidance and audit trails, so decisions are consistent, defensible and reviewable.
Speed
High-risk and high-value comments are identified and handled quickly, reducing exposure, answering questions and keeping conversations constructive in real time.
A clear operating model that gives you visibility and control, without day-to-day burden.
We start by agreeing clear policies, tone of voice, escalation thresholds and risk tolerance. This ensures every decision reflects your brand, values and operating context.
Our specialists work directly within the Arwen platform, using real-time signals, audit trails, and controls. There are no side inboxes, spreadsheets or hidden processes.
Routine actions are handled automatically to maintain speed and consistency. Ambiguous, sensitive or high-risk situations are reviewed by experienced specialists, with escalation when required.
You have full visibility into actions taken, trends, and escalations. We review performance regularly and adapt as conditions change - without disruption or rework.
Testimonials
Arwen means that hateful and toxic comments never see the light of day, which is really reassuring for me, the team and our followers.
COMIC RELIEF, SOCIAL MANAGER
Louise Bruce-Tesnan
I can't recommend Arwen more. Their service makes my social media a much better, healthier place to interact. I'm a big fan!
COMEDIAN AND ACTOR
Rosie Jones
We love Arwen. It solved a massive problem we've had around our Paid, which we've had for years. I can't believe we've only just started working with you.
HINGE, MARKETING MANAGER
Elke Luria
FAQ
Yes. Our specialists operate entirely within the Arwen platform, with full audit trails, access controls and escalation paths.
There are no side inboxes, spreadsheets or unmanaged handoffs. Sensitive or high-risk situations are escalated according to agreed protocols, ensuring accountability at every step.
Arwen is an ISO 27001-certified and GDPR-compliant platform.
No. Arwen is available as a self-serve platform, a fully managed service, or a combination of both.
Some teams run Arwen entirely in-house. Others choose Managed Service to reduce operational load, cover high-risk periods, or provide 24/7 support.
Many use a hybrid approach - with Arwen managing specific platforms, regions, or hours, while internal teams retain control elsewhere.
Or you may choose to use our Managed Services for peaks in comment volumes related to an event or campaign.
You can adapt the model as your needs change, without rebuilding processes or switching tools.
You remain in control at all times. We operate to your policies, tone of voice, escalation thresholds, and risk tolerance - all agreed upfront.
You have full visibility into actions taken, trends, and escalations through the Arwen platform, with regular reviews to adapt as your needs change. The Arwen Managed Service removes day-to-day workload, not ownership.
Yes. Managed Service is flexible by design. Coverage can be tailored by platform, geography, time zone and level of engagement or moderation required.
This allows you to scale support where it’s needed most, without paying for unnecessary coverage.
High-risk or unusual situations are flagged immediately and escalated according to your agreed thresholds - whether that’s to your internal team, legal, security or trust & safety stakeholders.
You’re never surprised and nothing critical is handled in isolation.
Automation handles routine, high-confidence actions to maintain speed and consistency. Humans handle ambiguity, context, and judgement - including edge cases, sensitive conversations and potential risk.
This balance ensures efficiency without sacrificing responsibility, accuracy or nuance.
We work from clear, approved guidance covering tone of voice, response principles and escalation rules. Suggested replies accelerate response, but all engagement is reviewed by trained specialists to ensure it reflects your brand accurately.
You can update guidance at any time as campaigns, priorities or circumstances change.
Arwen Managed Service is built on Arwen’s platform, not manual workflows.
Our specialists work with real-time signals, audit trails, and structured escalation - combining human expertise with infrastructure designed for scale, safety and accountability. You get one accountable partner, not a rotating external team.
Yes. Many customers start with our Managed Service and later bring capabilities in-house, or use a hybrid approach.
Because everything runs inside the same platform, transitions are smooth and don’t require rebuilding processes or losing historical context.