Managed support
Maintenance & Support
Software does not stay finished. Dependencies get security advisories, third-party APIs change, traffic patterns shift and the business asks for adjustments. A maintenance agreement turns all of that from a scramble into a routine.
The most common reason a working system degrades is that nobody owns it. The developer who built it moved on, updates are deferred, and each deferral makes the next one riskier — until a security patch requires a framework upgrade that requires a rewrite.
We take ownership of applications, including ones we did not build. That starts with an audit and a stabilisation plan, then a support agreement with defined response times, proactive patching and a monthly report showing exactly what was done.
Capabilities
What Maintenance & Support covers
Someone accountable when it breaks at 3am.
SLA-backed support
Tiered response and resolution commitments for critical, high and routine issues, with a defined escalation path and named contacts.
Proactive monitoring
Uptime, error rate, performance and certificate expiry monitoring with alerts that reach an engineer, not an unread inbox.
Security patching
Tracked dependency advisories, scheduled patch windows and emergency response for critical vulnerabilities.
Enhancements
A monthly allocation of development hours for small features and improvements, so minor changes do not need a new project each time.
Application takeover
Audit, documentation, stabilisation and ongoing ownership of systems built by a previous team or departed developer.
Version upgrades
Planned framework, language and platform upgrades executed incrementally rather than as an emergency rewrite.
Why it works
What you get that you might not expect.
These are the commitments clients tell us mattered most once the project was underway.
Defined response times
Contractual commitments per severity level, reported against every month — not best-effort assurances.
The bus factor solved
A team with documented knowledge of your system, so it does not depend on one person remaining reachable.
Predictable cost
A fixed monthly fee covering support and a set number of enhancement hours, with anything larger quoted separately.
Transparent reporting
Monthly reports covering incidents, response times, patches applied, hours consumed and recommended next actions.
How we deliver
Our maintenance process
Every stage produces something you can look at, use or disagree with. Nothing is invisible until the end.
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1
Technical audit
Code, infrastructure, dependencies, security posture and backups reviewed, with risks ranked and quantified.
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2
Stabilisation
Urgent risks addressed first — missing backups, exposed credentials, unpatched vulnerabilities, absent monitoring.
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3
Knowledge transfer
Documentation of architecture, deployment and operational procedures, so support is not guesswork.
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4
Support operation
Ticketing, monitoring, patching and enhancement work running to the agreed service levels.
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5
Quarterly review
A review of trends, recurring issues, technical debt and a prioritised improvement roadmap.
Questions
Maintenance & Support — your questions
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Services that pair with Maintenance
Thinking about maintenance & support?
Tell us the problem. You will get a rough cost, a rough timeline and an honest view on whether it is worth building — before anyone talks about a contract.