SVC-SUP
Support & Maintenance
Hosting, monitoring, backups, security updates and a block of hours for improvements after launch.
The problemThe team that built the system moved on, and nobody dares change it.
After go-live, dependencies need patching, partners change their APIs and users ask for changes. We offer ongoing care for what we build, and for systems built by others after a review: monitoring, backups, updates, a support channel and a monthly block of improvement work.
What we build
- 01
Monitoring and backups
Uptime and error monitoring, automated backups and a written, tested restore procedure.
- 02
Security updates
Dependency and platform patching on a schedule, with a note of what changed.
- 03
Support channel
A named contact and response targets by severity, written into the agreement.
- 04
Improvement retainer
A monthly block of hours for the next most valuable change, chosen with you.
- 05
System review
For inherited systems: an assessment of risk and quality, and what to fix first.
A sketch of the kind of screen
What ships first
- 01Monitoring and alerts live
- 02Backup and restore test completed
- 03Support contact and severity definitions agreed
- 04First month's improvement list
Scope is fixed in the proposal at the end of discovery. How a project runs
How we would judge it
- Uptime
- Time to restore, tested
- Time to first response by severity
- Patches applied on schedule
Works with what you already run
- Your cloud accounts (you keep ownership)
- Issue tracking
- Uptime monitoring
Before we start
- Documented access to hosting and repositories
- A decision on support hours that suits your operation
What we do not build, and when to buy instead
We do not provide 24/7 on-call support unless it is written into the agreement. We do not take over systems we have not reviewed.
Questions about Support & Maintenance
Can you take over software someone else built?
Often, after a short review of the code, the deployment and the documentation. We tell you what we would fix before we agree to support it.
Who owns the hosting account?
You do. The cloud account and repository are in your organization and we are given access.
Is support required?
No. You own everything, and you can support it yourself or with another team.
Industries that use this
Worth reading
SVC-SUP
Sound familiar? The team that built the system moved on, and nobody dares change it.
Send a project brief. Discovery ends in a fixed-price proposal for the first release, and you keep it whether or not you hire us.