Response
24/7
monitoring on retainer plans
Support & maintenanceMonitoring, patches & a roadmap
After launch, still on it.
SLA-backed care: monitoring, security patches and a monthly slice of the roadmap.
Uptime target
99.9%
with a status trail
Patch window
Weekly
1
named engineer on the account
Care coverage
UP99.9%
SECPatched
ROADMonthly
Why it matters
Looked after once it is live.
24/7
Monitoring
Uptime, errors and the alerts that page a person, not a folder nobody reads.
Weekly
Security patches
Dependencies and platform updates on a schedule, not after an incident.
SLA
A response time
Severity, a clock, and a named engineer. Written down before you need it.
Monthly
Roadmap time
A reserved slice for the small features that should not wait for a new project.
What we build
Everything after go-live.
The work that keeps a product trustworthy once customers depend on it.
01
24/7 monitoring
Uptime, error budgets and alerts routed to someone who can act.
02
Security patches
Dependency updates, platform bumps and a note when something needs a decision.
03
Incident response
A severity scale, a channel, and a write-up after anything that affected customers.
04
Performance care
The slow pages and the queries that crept in after launch.
05
Feature roadmap
A monthly slice for improvements that are too small for a new proposal.
06
Reporting
A short monthly note: what broke, what shipped, what is next.
How support runs
Five steps. Then it is routine.
We start with a handover, even if we built the product. The retainer begins once the runbook is real.
Book a discovery callHandover
Week 1Access, architecture, the things that page at 2am, and who decides.
Baseline
Week 1–2Monitoring, error tracking and the current security position.
SLA
Week 2Severities, response times and the channel incidents use.
Care rhythm
MonthlyPatches, a roadmap slice and a written note of what changed.
Improve
OngoingThe recurring incidents get fixed, not just acknowledged.
The care stack
Watch
- Uptime
- Sentry
- Logs
- Status page
Secure
- Dependabot
- Patch windows
- Access review
- Backups
Ship
- GitHub
- Preview deploys
- CI
- Rollback
Talk
- Slack
- Monthly note
- Roadmap
- SLA
Related work
Products we still look after.
Support FAQ
Support questions, answered.
Do you support products you did not build?
Yes, after a handover. We need repository access, a staging environment and a week to learn the system before the SLA clock starts.
What does the retainer include?
Monitoring, security patches, incident response and a reserved slice of roadmap time. The hours and the response clock are in the proposal.
Can we scale the retainer up or down?
Yes. It is monthly. We agree the change before the next cycle so the SLA matches the hours.
How fast do you respond?
By severity. Production-down has a clock measured in hours. Smaller issues land in the weekly queue. The exact times are in the SLA.