01 — SUBSERVICE
Maintenance & Support
Monitoring, fixes, security updates and continuous iteration on a monthly retainer, with SLA response times you can hold us to.
02 — INTRO
Launch is the start, not the finish line.
Software that nobody maintains decays: dependencies age into vulnerabilities, browsers and platforms change under it, and the small bugs users learn to live with quietly cost you customers. The businesses that get lasting value from their systems treat them like equipment, serviced on a schedule, monitored constantly, improved a little every month.
Our maintenance retainer covers exactly that. Uptime and error monitoring watch your system around the clock; security patches and dependency updates land on a schedule, not after an incident; and a fixed allocation of support hours each month absorbs fixes, minor changes and small improvements without a new quote every time. Response times are backed by a written SLA, from within 1 hour for a critical outage to scheduled handling for minor requests.
03 — WHAT'S INCLUDED
What's included
Monitoring
Uptime, errors and performance watched continuously with alerting.
Security updates
Patches and dependency upgrades on schedule, backups verified.
Fixes & minor changes
A monthly hour allocation for bugs, tweaks and small features.
Monthly report
What happened, what we changed, what we recommend next.
SLA
P1 response within 1 hour; full priority table on How We Work.
Knowledge continuity
Documentation kept current, so support never depends on one head.
04 — PROCESS
Process
- 01
Onboard
Access, monitoring, baseline audit.
- 02
Stabilise
Clear the backlog of known issues.
- 03
Maintain
Scheduled updates and monitoring.
- 04
Improve
Monthly allocation on your priorities.
- 05
Report
Monthly summary and recommendations.
06 — FAQ
FAQ
Can you maintain a system another vendor built?
Yes. We start with a code review and a stabilisation phase, then move to the normal retainer rhythm.
What happens to unused hours?
Up to 50% rolls into the next month. The allocation and rollover rule are written into the contract, so there are no surprises.
Can we scale the retainer up or down?
Yes, monthly, with notice. Retainers have a minimum term of 3 months.