Infrastructure & Longevity
Software Support & Maintenance
We stay on after launch: SLA-backed support, dependency and security updates, performance tuning, and a continuous stream of incremental improvements.
Monitoring, fixes, and steady improvement after launch.
- A team on call when things break
- Dependencies patched before they bite
- Software that keeps improving after launch
The problem
The team that built it has moved on, and the software is now your problem.
Software needs care after launch. Dependencies release security fixes, browsers and operating systems change, traffic grows, and users find cases nobody tested. A product without an owner slowly gets slower, less secure and more expensive to fix.
We take on software we built and software we did not: monitoring it, patching it, fixing what breaks and steadily improving it. Response times and scope are written into an agreement, so you know what to expect when something goes wrong.
What you receive
What a project produces.
An onboarding review
A review of the code, the hosting and the monitoring, and a list of risks, when we take the system on.
Monitoring and alerts
Uptime, errors and performance watched continuously, with alerts routed to the right people.
Incident response
Agreed response times, and a written account of the cause and the fix after each incident.
Dependency and security updates
Regular updates to libraries, frameworks and servers, tested before release.
Bug fixes and small improvements
A monthly allowance of work, prioritised with you.
A monthly report
What was fixed, what changed, what is at risk, and what we recommend next.
How we approach it
The positions we take.
Know the system first
We start with a review, because support without understanding is guesswork.
Write the terms down
Response times, hours of cover and what is included are in the agreement before any incident happens.
Improve steadily
Support that only reacts leaves the system as fragile as before. Part of every month goes to reducing future problems.
How it runs
Four steps, from the first call to hand-over.
1
Onboarding review
We read the code, check the hosting and the backups, and list the risks. You receive a written report and a proposed agreement.
2
Set up monitoring
Uptime checks, error tracking and alerts go in place, so problems reach us as soon as they reach anyone.
3
Run the agreement
We respond to incidents, apply updates and work through the agreed allowance of fixes and improvements.
4
Review and adjust
Each month we report what happened, and adjust the scope and priorities with you.
Is it a fit
When we are the right people, and when we are not.
A good fit
- The team that built your software has moved on.
- You depend on software and cannot afford long outages.
- You want steady improvements without hiring a full team.
Another route is better when
- You want round-the-clock cover without agreeing response terms and a budget. We need those in writing.
- The system is so fragile that it needs to be rebuilt first. That is modernisation work.
- You want unlimited changes for a flat fee. The agreement covers a defined amount of work.
What we ask on the first call
- How critical is the system, and what does an hour of downtime cost?
- When do you need cover?
- What monitoring exists today?
- Who has access to the code and the hosting?
- What breaks most often?
Questions
About Support & Maintenance.
Something missing? Write to [email protected] and an engineer will answer.
Can you support software you did not build?
Yes, after an onboarding review. It tells us the condition of the system and whether there are risks to address first.
What response times do you offer?
They depend on the agreement and are written into it. We set them with you according to how critical the system is.
What if we need a big new feature?
Larger work is scoped and priced as a project, separately from the support allowance.
Can we end the agreement?
The terms, including notice, are agreed in writing before we start, so you know how to leave.
Describe what you need.
Describe the problem in plain language. An engineer reads every inquiry and replies within one business day, with a written scope and fixed price before you commit to anything.
- Reply
- Within one business day
- First call
- Free, no commitment
- Confidentiality
- NDA on request, before you share anything
- [email protected]