Software maintenance and support under SLA
Your site and service looked after once it’s live
We respond to incidents, fix bugs, ship improvements from a pool of hours and watch the servers. Response time and support hours are set in the contract, with a 24/7 SLA if needed. We also take on systems we didn’t build.
What we build
Support matters once a product is live and brings in leads or revenue. The post-launch warranty is over and fixes pile up. The previous vendor has disappeared and nobody knows how the server is set up. The SEO team writes recommendations and there’s no one to ship them. We take your site, web service, bot or app on monthly support: incident priorities, a pool of hours, a report. We’ve supported Euro Monolit for over a year — SEO and marketing changes reach production without weeks of backlog.
Support after our launch
The warranty window is over — from here on there’s a standing channel for bugs, updates and small features. The team already knows your code and the project’s history.
Taking over from another team
The product works, but the previous vendor is gone. First we review the repository, access and infrastructure, then propose a stabilization plan and a plan tier.
SLA for critical systems
For services where downtime costs more than a developer’s hour: P1/P2 priorities, response time and escalation in the contract, 24/7 if needed.
Improvements from a pool of hours
Block and landing page edits, dependency updates, integrations. We ship the SEO team’s recommendations to production instead of leaving them in a spreadsheet — as we do for Euro Monolit.
Monitoring and administration
Uptime and errors, backups, deployments, server updates. Alerts come to us, and so does the post-mortem.
What the work includes
Cost, response times and the hour pool are fixed in the contract.
- A support channel and escalation set in the contract
- Incident response by P1, P2 and P3 priority
- Bug fixes and hotfixes from staging to production
- A pool of hours for improvements, tracked transparently
- Uptime and error monitoring with alerts
- Server administration, updates and backups
- A monthly report: hours, incidents, backlog; paperwork via e-docs
How we work
- 01
First call
A quick look at the business, the task and your systems. We suggest a format: express audit, full audit or straight to support.
- 02
Diagnostics
We review processes, data and infrastructure — in one hour, or in depth with interviews and access.
- 03
Findings and priorities
A process map, automation points and risks. What to do first and what to leave alone for now.
- 04
Roadmap and pilot estimate
Adoption stages, pilot scope and an estimate. We implement it or hand it to your team.
- 05
Support
We take live systems on support: incidents, improvements and monitoring under contract, with a 24/7 SLA if needed.
Questions
How is contract support different from one-off fixes?
One-off fixes work while incidents are rare. Once a product is live, response time, priorities and a team that already knows the code start to matter. A contract gives you response commitments and a pool of hours, not a queue that moves “when someone’s free.”
Do you take on projects you didn’t build?
Yes. After a brief and access, we run a short review of the repository and infrastructure, note the risks and propose a plan. We don’t commit to an SLA without understanding the stack and the critical flows.
What counts as a P1 incident, and how fast do you respond?
P1 means the service is down, data is lost, payments fail or a business-critical flow is broken. Response time and support hours are set in the contract based on how critical the system is, 24/7 if needed. P2 and P3 go into the queue by priority.
How much does support cost?
It’s a monthly plan: hours, support window and response time are matched to your load and criticality. We propose a plan within 1–2 days of a brief on your stack. Large features and refactoring get a separate estimate.
What if the plan’s hours run out?
We agree extra hours at the contract rate or suggest a bigger plan. Hours don’t disappear silently: usage is visible in the tracker and in the monthly report.
Already know what to build?
If the task is clear and you don’t need an audit, go straight to development: websites, web services, CRM with ERP integration, mobile apps and bots. Estimate in 1–2 days after the brief.