Overview
Support tends to fail when nobody clearly owns the problem, or when whoever does own it only opens your code once it has already broken. We begin with a week of onboarding dedicated to learning your system properly. After that, we watch your system proactively, keep security updates current and dedicate a monthly allowance of 20 engineering hours to bug fixes and minor enhancements, with agreed response targets recorded in the contract. Any hours you do not use carry forward a single time, and the plan renews month to month.
What you receive
- An assigned engineer with a named, documented stand-in, both familiar with your setup
- Monitoring day and night, alerting whenever uptime drops or errors spike
- A 2-hour response window for critical issues in business hours
- Bug fixes and minor changes worked from a monthly pool of 20 hours
- Monthly security updates for the server OS, application framework and libraries
- Backup checks, with a test restore carried out every quarter
- Monthly report on incidents, work completed and recommended next steps
How it runs
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Step - 01
Onboard
We spend the first week studying your code, servers and past issues.
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Step - 02
Monitor
We adjust alert rules until every page genuinely needs a person.
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Step - 03
Deliver
We work through a prioritised queue each month, agreed with your contact.
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Step - 04
Review
A monthly call to look back at incidents and agree upcoming priorities.
Timeline: Billed monthly after 5 working days of setup, counted from the day we receive what we need from you.
Is it a fit?
A good match for
- Firms running a product in production without their own developers
- Businesses still running software after the developer who built it left
- Teams wanting cover through holidays and unexpected leave
What we need from you
- Access to your code repository, infrastructure and monitoring
- A single contact to prioritise each month's work queue
- Any existing documentation, however out of date
Why it helps
- The engineer responding to a failure already knows your system
- Patching follows a calendar instead of reacting to breaches
- Minor enhancements go live steadily rather than piling up
Questions
Extra hours are billed at a rate agreed in advance, or larger pieces of work are quoted on their own at a fixed price. Nothing extra is charged without your approval.
No lock-in applies. The plan renews every month, and you can cancel at any point by giving us 30 days' notice in writing.
Monitoring runs around the clock, including weekends, and alerts reach us at any time. The 2-hour critical response window and routine work apply during business hours.