Description
What this service covers
Support tends to fail when ownership is vague, or when the person responsible meets your system for the first time in the middle of an outage. This service starts with a week of onboarding to understand your system in depth. After that you receive proactive monitoring and regular security patches, plus 20 hours of engineering time each month for fixes and small improvements, with response times written into the agreement. Hours you do not use roll over once, and the arrangement renews month to month.
What you receive
- A named engineer and a documented backup, both familiar with your system
- Round-the-clock monitoring with alerts on availability and error rates
- Critical issues picked up within 2 hours in business hours
- 20 engineering hours each month for fixes and minor changes
- Monthly security patches for dependencies, the framework and the operating system
- Backup checks, with a test restore every quarter
- A monthly report on incidents, work completed and recommended next steps
The work in 4 stages
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01
Stage 1: Get to know the system
We spend a week learning your code, servers and past issues.
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02
Stage 2: Tune the alerts
Monitoring is adjusted to your system so each page is meaningful.
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Stage 3: Work the queue
A prioritised list agreed with you is tackled every month.
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04
Stage 4: Look back
A monthly call covers what happened and what comes next.
Who it suits, and what we need from you
Ideal for
- Companies with a live product and no in-house engineers
- Businesses whose developer has left but whose software is still running
- Teams needing cover for holidays and unexpected absences
What we need from you
- Access to your code repository, infrastructure and monitoring
- A single contact who sets priorities for the monthly work queue
- Any existing documentation, even if it is out of date
You share these through the brief on your order page after checkout.
What changes for your team
- The engineer who responds to a failure already understands your system
- Patches are applied on a schedule, not after something breaks
- Small improvements keep shipping rather than piling up
Questions about this service
What if a month needs over 20 hours?
Is there a minimum term?
Are weekends covered?
This is a remote service: nothing is shipped physically, and the work is delivered into systems you control. See delivery and handover and refunds and cancellation for the full terms.
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