Support & Maintenance
The division that decides whether your software is still good in year three.
What this is
Software rots. Dependencies go out of date, certificates expire, traffic patterns change, and the person who understood the system leaves. Maintenance is what stops a working system becoming a liability, and it's the part most vendors treat as optional.
Every build we ship comes with a maintenance plan: a defined response window, a named engineer, and a monthly report. It starts the day you go live, not the day something breaks.
Services
6 services in this division.
Technical support
A defined channel with a defined response window for when something isn't working.
You receive
- Support channel
- Response SLA
- Ticket history
- Named engineer
Preventive maintenance
Updates, dependency patching, certificate renewal and health checks before they become incidents.
You receive
- Maintenance schedule
- Patch log
- Health check report
Performance optimisation
Making slow things fast — queries, page load, API latency, resource usage.
You receive
- Performance baseline
- Optimisation work
- Before/after measurement
Monitoring
Continuous watch on applications and infrastructure, with alerts routed to a person.
You receive
- Dashboards
- Alert routing
- Uptime report
Bug fixes
Investigation, reproduction and repair, with a note on how it got there.
You receive
- Fix
- Root cause note
- Regression test
Feature enhancements
New functionality as the business changes, without a new procurement process each time.
You receive
- Change request
- Estimate
- Build
- Release note
Who this is for
Anyone who just launched
The first ninety days generate the most issues.
Companies whose developer disappeared
The system works and nobody can touch it.
Critical operations on software
Downtime has a rupee value you can calculate.
How it runs
- A
Onboard — we document the system, its dependencies and its failure modes.
- B
Watch — monitoring and alerting configured and routed.
- C
Respond — within the agreed window, through the agreed channel.
- D
Report — monthly, including the things that didn't break because we patched them.
What you get
Everything needed to own it.
- A defined response window in writing
- A named engineer who knows your system
- Monthly report covering uptime, incidents, patches and spend
- Root cause notes, not just fixes
- A retained block of hours you can spend on enhancements