Services

Technical support for website or app

An on-call engineer, not an answering machine. Monitoring, backups, updates and dev hours, with response times you can hold us to.

Timelinemonthly

What's included

24/7 monitoring with alerting
Backups with restore testing
Core, library and dependency updates
Response times committed in an SLA
Monthly allowance of dev hours
Monthly report and metrics
NDA and security team sign-off

Launching a site or an application is the beginning of operating it, not the finish line. From that point libraries age, integrations change their APIs, certificates expire and traffic grows. Technical support keeps the product working, and when something does break there is an engineer nearby rather than a ticket queue. That matters most for projects tied to payments, integrations and user data, where even a short outage is expensive.

How we work

Audit and onboarding. We learn the project, its infrastructure and its weak points, set up monitoring and backups, and agree what counts as an incident at each severity level.
Monitoring around the clock. We watch availability, errors and response times. Alerts reach the on-call engineer automatically, so we usually know about a problem before you do.
Incident response. P1 means the service is down, P2 a partial failure, P3 cosmetic. Each has a committed response time that depends on your plan.
Scheduled work. We update dependencies and platform versions, renew certificates, test restores from backup, and close vulnerabilities as they surface.
Development hours. A monthly allowance covers small changes and improvements without a separate contract for every task.
Reporting. Once a month you get a summary: what we did, availability metrics, and what we recommend next.

What you get

Predictability instead of firefighting. Monitoring and alerting so problems are caught before users notice them. Regular backups with tested restores — a backup you have never restored from is not a backup. Current dependencies and closed vulnerabilities. Where it is needed, we work under NDA, clear access with your information security team and commit response times in an SLA. We keep a written history of incidents and changes so context is not lost when the team grows or the project changes hands.

Support covers servers, code and incidents. Keeping the catalogue and copy current is separate work — that is content support, and many clients take both. If what you need is regular scheduled work on a fixed budget rather than incident cover, look at the maintenance retainer.

Plans

Four tiers. Pricing follows the project — we quote after a short audit.

Plan	What it covers
Basic	Monitoring, backups and updates, with incident response during business hours.
Standard	Everything in Basic, plus a monthly allowance of development hours, reporting, and a thirty-minute response to P1 during business hours.
Round-the-clock	An engineer on call with a thirty-minute P1 response at any hour, including nights and weekends.
Custom	Bespoke SLAs, NDA, security team approval and non-standard infrastructure.

Timeline

Support is a monthly subscription with automatic renewal rather than a one-off project. Onboarding takes a few days for the audit and monitoring setup. Response times are written into the SLA rather than promised verbally.

A typical scenario

Here is a common shape: overnight, an external payment gateway changes its response format and order placement starts failing. Monitoring catches the spike in errors and wakes the on-call engineer, rather than a confused client calling in the morning. Under the P1 rule the engineer responds within thirty minutes, moves the affected step to a fallback, and restores order intake. The root cause and permanent fix go into scheduled work, and the monthly report shows the incident closed within SLA. The same procedure applies to applications: a dead push service or a broken integration is picked up exactly like a website outage.

FAQ

How quickly do you respond to problems?

It depends on the plan. On Basic, a site that is down is picked up within four hours during business hours; on Standard within thirty minutes; on the round-the-clock plan within thirty minutes at any hour. Partial failures get four hours, cosmetic issues the next working day. All of it is written into the SLA.

What drives the price of support?

The complexity of the project, how fast you need incident response, and how many development hours you use each month. We run a short audit first and then give you a real number rather than a guess.

What do you need to get started?

Access to the server and the code. A couple of days go into the audit, monitoring and backups, and after that we work to the agreed routine.

Will you support a project you didn't build?

Yes, but the code and infrastructure audit comes first — we need to know what is inside and where it is fragile. Taking on an unfamiliar project blind would mean promising response times we could not honour.

What does scheduled work include?

Platform and dependency updates, certificate renewals, and backup verification — verification meaning an actual restore, not confirming a file exists. Plus monitoring and development work within the monthly allowance.

What if an incident happens at night or over a weekend?

On the round-the-clock plan, monitoring wakes the on-call engineer and you get a response within thirty minutes. On Basic and Standard, out-of-hours incidents are picked up at the start of the next working day.

Can you work under NDA and with our security team?

Yes. We sign non-disclosure agreements, go through security approval, and commit response times contractually. For corporate clients this is the standard arrangement rather than an exception.

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