Support & Maintenance

A product does not finish at launch. Libraries go out of date, security issues appear, devices and browsers change, and users ask for small improvements. If nobody owns this work it piles up, then arrives all at once as an outage or an expensive rewrite. A support service gives you a team that knows the product, with agreed response times and a steady rhythm of improvements.

Problems fixed fast

Each severity level has an agreed time to respond and to resolve, and we report against it every month.

Kept secure and up to date

Regular patching, dependency updates, and security checks, so you do not fall behind and face a big, risky upgrade.

Always moving forward

A fixed share of each month goes to improvements chosen with you, so the product keeps getting better.

Monitoring and alerting

Uptime, errors, and speed watched continuously, with alerts that go to an engineer who can act.

Bug fixing

Issues reproduced, fixed, tested, and released, with the cause recorded so it does not return.

Updates and patching

Frameworks, libraries, operating systems, and devices kept current, tested before release.

Security checks

Regular scans for known weaknesses, with the serious ones fixed first and reported to you.

Small features and improvements

A monthly allowance of engineering time for changes your users ask for.

Store and compliance upkeep

App store updates, privacy changes, and accessibility fixes handled before they become a problem.

• Critical: the product is down or a core feature is broken for most users

  What we do

  An engineer picks it up straight away, keeps you updated, and works until it is fixed or a safe workaround is in place.

  What you can expect

  Response within 30 minutes, any time of day on the 24/7 tier, with updates every hour.

• High: an important feature is failing for some users

  What we do

  We reproduce it, fix it, and release a patch, with a test added so it cannot come back unnoticed.

  What you can expect

  Response within 2 hours, with a fix or workaround the same day.

• Normal: something is wrong but there is a way around it

  What we do

  It goes into the shared queue, is ranked with you, and is worked in order.

  What you can expect

  Response within 1 business day, fixed in the next planned release.

• Improvement: a change or small feature request

  What we do

  We size it with you and place it on the monthly plan against the allowance.

  What you can expect

  A clear estimate, and a release date once it is scheduled.

• Review: how is the product doing overall?

  What we do

  A monthly meeting covering incidents, speed, security, and what we plan to improve next.

  What you can expect

  A written report, and a quarterly check that the service level still suits you.

1. Phase 1

   1 week

   Discover

   • Review the code, hosting, and release process with the people who know them
   • List known bugs, risks, and out-of-date parts
   • Agree service tier, severity levels, and escalation contacts

   You receive

   Service scope, contact list, and a risk list.

2. Phase 2

   2 weeks

   Set up

   • Set up monitoring, error tracking, and alerts
   • Write runbooks and release steps for the common tasks
   • Set up access for our engineers with the least privilege needed

   You receive

   Live monitoring, runbooks, and an access review.

3. Phase 3

   4 weeks

   Run alongside

   • Handle issues together with your team
   • Fix the most urgent risks found in phase 1
   • Check that response times match the agreement

   You receive

   Tuned alerts and a go-live decision signed off by you.

4. Phase 4

   Ongoing

   Operate and improve

   • Take full responsibility under the agreed service levels
   • Report each month and meet to review it
   • Use the monthly allowance for improvements you choose

   You receive

   Monthly service report and a quarterly improvement plan.

How we look after your product

Least-privilege access

Our engineers get only the access the work needs, through named accounts that are reviewed every quarter.

Every change recorded

Fixes and releases are tracked in your own repository with who made them and why.

Tested before release

Every fix goes through automated tests first, so fixing one problem does not cause another.

Written runbooks

Everything we do is documented in your own repository, so you are never dependent on our memory.

Honest reporting

The monthly report shows every incident and every missed target, along with what we did about it.

Tools we use

Monitoring and errors

Sentry, Datadog, New Relic, Grafana, UptimeRobot

Incident management

PagerDuty, Opsgenie, Statuspage, Jira Service Management

Updates and security

Dependabot, Renovate, Snyk, OWASP ZAP

Releases

Git, GitHub Actions, Azure DevOps, Fastlane, App Store Connect, Google Play Console

Testing

Playwright, Jest, Appium, Lighthouse

Reporting

Monthly service report, dashboards for uptime, speed, and response times

We use your own monitoring and ticketing tools where you have them, and set them up where you do not.