Description
01 / Overview
What this service delivers
Support agreements fail when ownership is vague, or when the person responsible first opens your code on the day something breaks. This service begins with an onboarding week dedicated to learning your system thoroughly. After that, you receive proactive monitoring, regular security patches and 20 engineering hours each month for fixes and small improvements, with response times written into the agreement. Unused hours roll forward once, and the arrangement renews monthly, so you keep continuity without committing to a long contract.
02 / Deliverables
What you receive 7 items
- 01A named engineer and a documented backup, both onboarded onto your system
- 02Round-the-clock monitoring with alerts on error rates and uptime
- 03Critical issues answered within 2 hours, within business hours
- 0420 engineering hours per month for fixes and minor changes
- 05Monthly security patching of dependencies, framework and operating system
- 06Backup checks, plus a quarterly restore test
- 07A monthly report on incidents, work delivered and our recommendations
03 / Fit
Who it suits, and what we need from you
Ideal for
- Businesses operating a live product without an in-house engineering team
- Organisations whose developer has left while the software is still in use
- Teams needing coverage during holidays and unexpected leave
What we need from you
- Access to your code repository, infrastructure and monitoring
- A single point of contact to prioritise the monthly work queue
- Any existing documentation, however out of date
You share these through the technical brief in your dashboard after checkout.
04 / Outcomes
What changes for your team
- 01
The engineer who responds to an issue already understands your system
- 02
Patches are applied on a regular schedule instead of after an incident
- 03
Small improvements continue to ship rather than waiting indefinitely
This is a remote engineering service, so nothing is shipped physically. Work is delivered into systems you control. Read delivery & handover and refunds & cancellation for the full terms.
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