Support and continuous engineering
Software that keeps improving after launch.
What support covers
Everything needed to keep software healthy.
- 01
Maintenance
Dependency, framework and platform updates that keep your software current, supported and compatible.
- 02
Incident support
Investigation and resolution of faults, with a clear route for reporting issues and agreed priorities.
- 03
Security remediation
Monitoring for vulnerabilities in dependencies and infrastructure, and remediation in line with their severity.
- 04
Monitoring
Application and infrastructure monitoring, so issues can be identified and addressed early.
- 05
Enhancements
New features and improvements delivered through a managed, prioritised backlog.
- 06
Infrastructure management
Management of cloud environments, backups and deployments, where agreed.
Agreed, not assumed
Support levels set around what your software does.
Response commitments, hours of cover and escalation routes are agreed contractually with each client. A system that runs your operations needs a different arrangement from an internal reporting tool, so we don’t publish one-size-fits-all service levels.
- Support scope and priorities agreed in writing
- Response commitments set by system criticality
- Clear routes for reporting issues and escalation
- Regular review of the enhancement backlog
Taking on existing software
Support for software we didn’t build.
- 01
Technical assessment
A review of the codebase, infrastructure, dependencies, security and documentation, and any risks they carry.
- 02
Stabilise
Priority fixes and urgent updates, with monitoring and safe deployment processes put in place.
- 03
Document
Architecture, operations and support knowledge captured, so the software no longer depends on individual memory.
- 04
Improve
An agreed roadmap of improvements and enhancements, delivered under a defined support arrangement.
Questions
Common questions.
What response times do you offer?
Response and resolution commitments are agreed as part of each support arrangement, reflecting how critical the system is and the hours of cover you need.
Is ongoing support required after a project?
No. Because our engagements are structured around your ownership of the agreed deliverables, you can support the software in-house or with another provider. Documentation and handover make that practical.
Can you support software another company built?
Yes. We start with a technical assessment of the codebase, infrastructure and documentation, then agree a plan to stabilise, document and improve it.
Let’s build something that works for your business.
Tell us what you’re trying to achieve. We’ll help establish the requirements, technical approach and most appropriate route to delivery.