Platform monitoring, dependency updates, technical fixes and issue response, with coverage and responsibilities agreed for your website or application.
Review your support requirements.
We review your code, hosting and current issues, then define the systems covered, maintenance priorities and response arrangements. You know who handles incidents and what additional work costs.
Support coverage
Platform review & monitoring
An agreed inventory of supported systems, current priorities, and uptime, error or performance monitoring with defined alert handling.
Maintenance & updates
Scheduled dependency and security updates, technical fixes and testing for the components covered by the agreement.
Issue response
A clear reporting route, issue triage and work on agreed incidents, with support windows, escalation and third-party responsibilities documented.
Reporting & improvement planning
A record of maintenance and issues, with prioritised recommendations. Larger changes and new features are agreed as separate work.
A clear support process
Review
Assess the platform, access and current issues.
Agree coverage
Define responsibilities, support windows and cost.
Maintain
Monitor, update and handle agreed issues.
Report
Review completed work and next priorities.
Common
questions
Can you support a platform you did not build?
Yes, after reviewing the technology, code, hosting and documentation. An initial review or stabilisation phase may be needed before ongoing support begins.
What access do you need?
Depending on the work, we may need access to code, hosting, the CMS, monitoring tools and other services. We also agree deployment approvals and a contact for urgent decisions.
What response time can we expect?
The agreement sets support hours, incident priorities, response times and escalation. Resolution depends on the cause and may involve a third-party provider. Out-of-hours coverage must be arranged separately.
Are hosting, backups and security work included?
The proposal lists the services covered, including any hosting management, backup checks and security updates. Provider fees, backup restoration and recovery arrangements are specified separately.
Does support include new features?
The support agreement covers maintenance and specified issue fixes. New features, redesigns and larger changes are estimated separately, with their own scope and budget.
How is support priced?
We can arrange ongoing coverage or a defined piece of work. The proposal covers included hours or capacity, fees, response times, additional work and the terms for changing or ending support.
Discuss
your support needs.
Share your platform, current issues and the coverage you need. We’ll review the setup and discuss support responsibilities, response arrangements and cost.