MAINTENANCE & SLA SUPPORT
Response times in writing. Not in conversation.
A system in production needs upkeep. Under a monthly contract we take on monitoring, updates and support — and our response time is written into the agreement.
What the package covers
- Response within 4 business hours Every ticket gets a real human response within four business hours. That is a commitment, not an aim.
- 24/7 monitoring Availability, error rates and resource usage are watched. Alerts reach us, not you.
- Security updates Dependency and runtime updates applied in planned maintenance windows.
- Backups and restore drills Taking backups is not enough; we periodically prove the restore actually works.
- Small improvements A defined block of development hours each month for content, copy and minor feature changes.
- Monthly report Downtime, tickets and performance on one page — what happened that month, in plain language.
4-HOUR RESPONSE24/7 MONITORINGPLANNED UPDATESRESTORE DRILLSMONTHLY REPORT
Who it is for
- Organizations that cannot sustain a live system with their in-house team.
- E-commerce and service businesses whose revenue depends directly on the system running continuously.
- IT departments reducing their dependence on a single developer.
How it starts
- 01 Takeover audit Current state of the system, its risks and its missing backups.
- 02 Package definition Covered systems, response times and monthly hours fixed in the contract.
- 03 Monitoring setup Alert thresholds, on-call channel and incident logging go live.
- 04 Operation Monthly reporting and a quarterly review meeting.
Frequently asked
Will you maintain a system you did not build?
Yes, after a takeover audit. If the audit shows the system is healthier with modernization first, we say so directly and propose that route.
What does 4 business hours mean?
A response within four hours of the ticket being opened, Monday to Friday, 09:00-20:00 (GMT+3). Resolution targets are defined separately by severity.
Is out-of-hours support available?
For critical systems, out-of-hours on-call is added as a separate line item with its conditions written into the contract.
We shipped it to production. We keep it there.
No deck needed. 20 minutes. The rest is up to you.