Service · Maintenance & support

Maintenance and Customer Support

Quiet uptime, fast fixes, and a team that picks up the phone.

Most products live or die in the years after launch. We keep yours healthy, patching, monitoring, supporting your users, and shipping the small improvements that compound into loyalty.

Engagement
Project · Retainer · Embedded
Cadence
Two-week shipping rhythm
Team
Senior engineers & designers
Source code
Yours from commit one
A deeper look

Everything to know about maintenance & support.

A long-form view of what this service line actually means in practice, written for the people who buy it and the people who will live inside the product after launch.

01

Quiet uptime and predictable software upkeep

Most products live or die in the years after launch, not the months before it. Maintenance and customer support is the work of keeping a live product healthy, patching the right things at the right time, monitoring what matters, supporting your users when something goes wrong, and shipping the small improvements that compound into loyalty. The team that ran the launch is rarely the team that should be running the next three years. We take over apps built by other vendors regularly, and we onboard with an audit, a knowledge-capture sprint, and a clean runbook before we touch the live system.

02

Monitoring, security patches, and a real on-call rotation

Every maintenance engagement starts with a documented monitoring and alerting setup, an on-call rotation with named owners and escalation paths, and a maintenance window cadence that matches the rhythm of your business. We track CVEs against your dependency tree, classify them by severity, and ship critical patches inside the agreed window. Performance dashboards, error budgets, and SLO tracking live alongside the operational runbook so the team always has the same picture of how the product is actually behaving in production. The goal is uptime that is boring, in the best possible sense.

03

SLA-grade customer support with humans you can reach

An SLA you can put in a customer contract without crossing your fingers needs more than legal copy. Maintenance and customer support engagements include response and restoration commitments by severity, the channels your customers and your team can reach us on, and joint incident grading so neither side games the SLA. Tier one customer support, with clean handoffs to engineering for incidents and bug reports, is one of the most common shapes of this engagement. A monthly health report lays out the metrics, the fixes, and the next moves, so the people paying for the work always know exactly what they are getting.

Built for

Teams who recognise themselves here.

If one of these sounds like your situation, the rest of this page is calibrated for you. If none does, send a note anyway: we will tell you whether we are the right partner.

  • Audience

    Live products that have outgrown their original team

  • Audience

    Teams that inherited an unfamiliar codebase mid-flight

  • Audience

    Founders who need on-call coverage but not full-time hires

What you get

Outcomes, not deliverables.

We measure success in shipped value, not Jira tickets closed. Every engagement is anchored to a small number of outcomes both sides can defend.

  1. 01

    SLAs you can put in a customer contract without crossing your fingers

  2. 02

    Proactive monitoring that catches issues before your customers do

  3. 03

    Security patches and dependency updates on a predictable schedule

  4. 04

    A tier-one support team that escalates to engineering when it has to

  5. 05

    A monthly health report with the metrics, the fixes, and the next moves

What we deliver

Concrete artifacts, not slide decks.

These are the tangible things that land in your accounts at the end of an engagement. Everything lives in your repositories, your cloud, and your control from day one.

Ownership
  • Repositories, cloud, and domain stay yours
  • No proprietary tooling locks you in
  • Walk-away contract clause on every engagement
  1. Artifact

    Monitoring, alerting, and a documented on-call rotation

  2. Artifact

    Security patches and dependency updates on a predictable cadence

  3. Artifact

    Bug triage workflow and a tier-one customer support SLA

  4. Artifact

    Monthly health report with metrics, fixes, and next moves

  5. Artifact

    Operational documentation and a clean knowledge-transfer record

How we engage

Three shapes, one quality bar.

Match the engagement model to where your problem is today. The team, the cadence, and the standards do not change between shapes.

01 · Engagement

Project

Fixed scope · fixed price

Discover, design, build, launch, and hand over. One number, one date, one team accountable from kick-off to keys.

Best for: Clear brief, real deadline.

02 · Engagement

Retainer

Monthly · rolling backlog

A fixed senior allocation each month against a re-ranked backlog. Ship what matters every two weeks and review the plan together.

Best for: Priorities shift faster than annual plans.

03 · Engagement

Embedded

Per-engineer · monthly

We embed in your Slack, your repos, and your sprint board, on-camera daily, treated as your team for the duration.

Best for: In-house engineers who need senior horsepower.

Our process

Discover → Design → Build → Launch → Support.

The same playbook on every project. Boring, on purpose. Predictable, by design. The bead below traces the path we walk together, every time.

  1. 01Discover
  2. 02Design
  3. 03Build
  4. 04Launch
  5. 05Support
  1. 1

    Discover

    We audit the product, the runbook, and the ticket history, then agree the SLA targets that fit the business.

    Phase 01 / 05
  2. 2

    Design

    We design the on-call rotation, the escalation paths, and the monthly maintenance window together.

    Phase 02 / 05
  3. 3

    Build

    We add monitoring, alerts, dashboards, and the dependency-update cadence the codebase needs.

    Phase 03 / 05
  4. 4

    Launch

    We start picking up tickets slowly, with shadowing, so nothing goes through the cracks.

    Phase 04 / 05
  5. 5

    Support

    We run the day-to-day, review SLAs monthly, and ship continuous improvements behind the scenes.

    Phase 05 / 05
Our toolkit

Pragmatic tools. Senior judgement.

The 10 tools below are the everyday kit our team reaches for on this service line. None of them are sacred; every choice is justified against the problem in front of us.

Quality bar
  • Type-safe end-to-end, lint and format on CI
  • Automated tests, monitoring, and runbooks
  • Infrastructure-as-code, reproducible builds
  • 01Datadog
  • 02Sentry
  • 03Grafana
  • 04PagerDuty
  • 05Zendesk
  • 06Intercom
  • 07Linear
  • 08Jira
  • 09Cloudflare
  • 10AWS
Common questions

Things teams ask before signing.

Have a different one? Send a single email; we usually answer within a business day.

What does the SLA actually cover?

Response time, restoration time, and the channels you can reach us on, by severity. We grade incidents jointly so neither side 'games' the SLA.

Do you handle customer-facing support too?

We can. Tier one customer support, with hand-off to engineering for incidents and bug reports, is one of the most common shapes of this engagement.

What about security patches?

We track CVEs against your dependency tree, classify by severity, and ship critical patches inside agreed windows. You get a monthly security report.

Can you handle out-of-hours incidents?

Yes. We run a follow-the-sun rotation for higher tiers. For lighter tiers, we cover business hours and have an on-call escalation for severe outages.

Is this only for projects you originally built?

No. We take over apps built by other vendors regularly. Onboarding starts with an audit, a knowledge-capture sprint, and a clean runbook.

Ready for maintenance & support?

Send the brief. We will take it from there.

Plain-English reply within one business day. NDA on request. Discovery call is free.

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