Support & Maintenance
24/7 monitoring, rapid incident response, security updates, and performance optimisation, so your product stays reliable and your team stays focused on growth, not firefighting.
What support covers
Full coverage across availability, security, performance, and ongoing improvement.
24/7 Monitoring & Alerting
Continuous uptime monitoring, error tracking, and performance alerting, so issues are identified and responded to before your users are affected.
Security Updates & Patching
Proactive dependency management, vulnerability scanning, and timely security patching, keeping your application compliant and protected.
Performance Optimisation
Ongoing analysis and improvement of application speed, database query performance, and infrastructure efficiency as your usage patterns evolve.
Incident Response
Rapid response to production incidents with clear communication, root cause analysis, and documented remediation, so the same issue never happens twice.
Ongoing Enhancements
Minor feature additions, configuration changes, and iterative improvements scoped and delivered on a retainer basis, without requiring a full project engagement.
Monthly Reporting
Regular health reports covering uptime, performance trends, incidents, changes made, and recommended next steps. Full visibility into your product's health.
Support tiers
Choose the level of support that matches your product's criticality and your team's capacity.
Monitoring
For teams that need visibility and security without active management.
- ✓ 24/7 uptime monitoring
- ✓ Security patching
- ✓ Monthly health report
- ✓ Email incident notification
Managed
For products requiring active maintenance and a responsive support team.
- ✓ Everything in Monitoring
- ✓ Incident response SLA
- ✓ Performance optimisation
- ✓ Minor enhancement hours
- ✓ Dedicated Slack channel
Full Cover
For business-critical systems where availability and performance are non-negotiable.
- ✓ Everything in Managed
- ✓ Priority incident response
- ✓ Proactive improvement roadmap
- ✓ Quarterly review call
- ✓ Extended enhancement hours
What onboarding looks like
When you join a support plan, we follow a structured onboarding process to ensure we understand your product fully before we are responsible for it. This takes between two and five working days depending on system complexity.
Access handover
We request access to all relevant systems: hosting, source control, deployment pipelines, third-party services, and any internal tools your product depends on. We document access levels and agree on what access is appropriate for the contracted support scope.
Monitoring setup
We configure uptime monitoring, error tracking, and alerting for your systems. Where monitoring tooling is already in place, we connect to it. Where it is absent or insufficient, we set it up as part of onboarding at no additional cost.
Baseline profiling
We review the codebase, infrastructure, and recent incident history to build a picture of known risks, technical debt areas, and any in-progress work that could affect stability during the handover period.
Communication channels
We agree and set up the communication channels for the engagement: typically a shared Slack channel for day-to-day contact and a defined escalation path for urgent issues. Response time commitments are confirmed and documented.
Sign-off call
We hold a final onboarding call to confirm everything is in place, introduce the team members who will be working on the account, and give you the opportunity to ask questions before the support arrangement goes live.
How we handle incidents
When something goes wrong, the priority is clear communication and a fast resolution. Here is how an incident works from detection to close.
Detection
Most incidents are detected by our monitoring before a user reports them. Automated alerts trigger immediately when uptime drops, error rates spike, or performance thresholds are breached. Where a client or end user reports an issue first, the ticket is acknowledged within the response window for the contracted tier.
Triage
The engineer picking up the incident assesses scope and severity. Is it a full outage, degraded performance, or a partial failure affecting a specific feature? The severity level determines who is notified, how frequently updates are provided, and what escalation paths apply if the initial responder cannot resolve it independently.
Resolution
Where a fix can be applied immediately, it is. Where the root cause requires investigation, we implement a mitigation to restore service first and then work on the permanent fix. Clients are kept informed throughout, with updates at agreed intervals rather than silence while we investigate.
Review
After a significant incident, we write a brief post-incident review covering what happened, what we did, and what we are changing to prevent recurrence. This is shared with the client and kept on record. We treat repeated incidents as a signal that something in the underlying system needs attention, not just patching.
Get reliable support for your product
Let's discuss your product, team capacity, and support needs. We'll recommend the right tier and onboard quickly.
Book a Free Discovery Call →