Engineering & delivery
Someone watching it at 3am so you do not have to
Monitoring, incident response, security patching and performance work, so your product stays up and your team stays on the roadmap.
What you are actually buying
Here is the bad day, minute by minute
Every agency says twenty-four seven support. Very few will tell you what happens at minute two, or who is awake. This is ours, written down.
The part clients tell us matters most is not the speed. It is that they heard it from us first, rather than from a customer on social media.
- 00:00
Something breaks
Checkout starts returning errors. No customer has reported it yet, and nobody on your team is awake.
- 00:02
The alert fires
Error rate crosses threshold. Our on-call engineer is paged automatically, not emailed.
- 00:09
A human is looking at it
Acknowledged and under investigation. You get a message saying we are on it, so you are not finding out from a customer.
- 00:25
Mitigated
The failing change is rolled back or traffic is routed around it. Selling resumes while we work out the underlying cause.
- 02:00
Root cause fixed
The actual fault is corrected and deployed, with a test that would have caught it.
- Next day
You get the write-up
What happened, why, what we changed, and what we are doing so it cannot happen the same way again. No blame, no jargon.
The targets we hold ourselves to
- 15 min
- Critical response target
- 1 business day
- Non-critical response
- Same week
- Security patches
Production down or revenue blocked
Bugs and requests that are not urgent
Sooner for anything actively exploited
These are response targets, not resolution promises. Anyone guaranteeing a fix time without seeing your system is guessing.
What is included
What a retainer covers
Monitoring and alerting
We watch uptime, errors and performance, and we find out before your customers tell you.
Security and patching
Dependencies and platform updates applied on a schedule, not when something forces the issue.
Performance work
Slow pages and slow queries found and fixed before they turn into lost customers.
Incident response
A named engineer, a defined response time, and a written account of what happened afterwards.
Ongoing enhancements
A share of each month reserved for small improvements, so the product keeps moving.
Monthly reporting
What broke, what we changed, what we recommend next. In plain English.
Who we support
It does not have to be something we built
Products we built
The natural continuation of a build. We already know the system, so nothing is learned on your time.
Products someone else built
We take these on after a handover review, so we can tell you honestly what shape it is in first.
Peak trading cover
Heightened monitoring and faster response through the periods where downtime is most expensive.
Compliance-sensitive systems
Where patching windows and audit trails are part of the obligation, not just good practice.
Support usually follows a build or an MVP launch, and matters most through peak trading.