Support and managed service.
Defined response times, monitoring, security patching and a continuing development allowance, for systems we built and for systems we inherit.
Keeping the system healthy, not just alive
A support contract that only fixes what breaks lets a system decay quietly. Ours covers the work that stops things breaking in the first place, and includes hours for the small changes the business keeps needing.
Monitoring and alerting
Application Insights dashboards, availability tests and alert rules routed to an on-call engineer.
Security and patching
Dependency scanning, framework upgrades and Azure platform patching applied on a published schedule.
Backups and recovery
Point-in-time restore configured, and a restore actually rehearsed twice a year rather than assumed.
Service desk
A ticket queue your users can raise into directly, triaged the same working day.
Development allowance
Included hours each month for small enhancements, so the system keeps pace with the business.
Quarterly review
Incidents, Azure spend, performance and a roadmap for the next quarter, reviewed with you in person.
Response times we commit to
| Priority | Definition | Response | Target resolution |
|---|---|---|---|
| P1 - Critical | The system is unavailable, or a core process cannot be completed by anyone. | 1 working hour | Same working day |
| P2 - High | A significant function is unavailable, with no practical workaround. | 4 working hours | 2 working days |
| P3 - Medium | A function behaves incorrectly, but a workaround exists. | 1 working day | Next scheduled release |
| P4 - Low | Cosmetic issues, questions and change requests. | 2 working days | Agreed in the backlog |
Standard cover is Monday to Friday, 09:00 to 18:00 GMT. Extended and out-of-hours cover is available where the system trades outside those times.
We take on systems we did not build
If your developer has moved on, we start with a two-week takeover: we read the code, document what exists, get it building and deploying reproducibly, and give you an honest list of the risks we found.
Only then do we quote for ongoing support, because only then do we know what we are supporting.
Discuss a takeover