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In my experience, you should be able to capture the majority of scenarios through UAT, and set them up as Business User Exceptions. After that, they would be new scenarios that require a change request.
As far as managed service, we have a team in Costa Rica that provides Level 1-4 support for trouble shooting, basic bot errors, etc. This includes looking at workflows to determine where and how the error occurred.
You need small team for production support usually developers..
Metrics are similar to other projects except little differently measured..
%automation
% if exceptions
SLAs mostly L1s
Bot utilized and optimization of licenses