Ongoing maintenance & support

Area: Maintenance, Support & Continuous Development · Usual shape: an agreed ongoing arrangement · What it is not: round-the-clock support

Software nobody maintains does not stay as it was; it degrades on its own. Maintenance is the arrangement that turns that into known work instead of a Friday surprise: regular updates, monitoring that tells us before your customer tells you, and a report that says what actually happened.

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What this solves

A product launched and nobody is responsible for it.
The site went down and nobody noticed for days.
The packages were last updated years ago.
Every incident becomes an emergency quote.

What we build

Dependency, platform and security updates.
Fixing faults as they appear.
Downtime and error monitoring with alerting.
Periodic backup verification, by actually restoring one.
Small content and configuration changes.
Performance monitoring, to catch gradual decay before it is visible.
A regular report of what was done and what is coming.
A written scope of what the arrangement covers, and what it does not.

Where it is used

A product launched with nobody responsible for it.
A site that went down unnoticed for days.
Packages not updated in years.
An organisation that wants a predictable cost instead of emergency invoices.

What this does not include

No round-the-clock support, no published response times, no service-level agreement.
No uptime guarantee.
No help desk for your end users.
No IT support for devices, networks or computers.
New features are not maintenance and have their own page.

How the work goes

We agree in writing what is covered and what is not, before anything starts.
We set up monitoring first, so problems reach us rather than your customers.
We work to a regular rhythm rather than reacting only to incidents.
We report what was actually done, so the arrangement is visible rather than assumed.

Continuous development
when the product needs to move forward, not only keep working.
Technical audit & project takeover
when we have not seen the system yet.
Hosting, deployment & environments
when the environment itself needs setting up properly first.
Web performance & technical SEO
when the site has already decayed and needs measuring.

Questions about this service

Do you offer 24/7 support?

No. We do not publish response times or service-level agreements, and we do not run a round-the-clock operations desk. We agree a realistic arrangement per client instead of publishing a promise we could not always keep.

What exactly does the arrangement cover?

It is written per client: updates, faults, monitoring, small changes and a regular report. What is not included is written down too, which is the half that usually causes arguments.

Do you maintain what someone else built?

After a technical audit, yes. Before one, no — committing to look after something we have not seen is not a real commitment.

How do we know what was done?

A regular written report, listing the work and anything that needs a decision from you. Maintenance you cannot see is maintenance you will eventually stop paying for.

What happens in a major outage?

We respond as quickly as we can and keep you informed, but we do not promise a response time we cannot guarantee. If your product genuinely needs a guaranteed window, we will tell you that we are not the right arrangement for it.

Tell us what is running with nobody watching it.

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