Who keeps the system running, once it is live.
The system we build stays with us for support. These are the response times, and what they cover.
Response times
Critical
The system is down or the sync has stopped. There is no way around it.
High
Something is broken or wrong, but the work can continue another way.
Normal
Everything else: questions, small faults, requests for changes.
The times above are for taking up the case, not for closing it. A response means a person has picked it up and is working on it, and that you know who that person is.
Critical cases are raised through the named incident address and the escalation contacts agreed at signature, which are monitored around the clock. The form on this site is for new enquiries and is answered within 24 hours.
What it looks like when it is met
Once a month you receive what went down, when it was picked up and when service was restored. The times above are not a promise in words, they are a number measured every month.
What is included
Monitoring
We watch whether the system is running and get the alert on a deviation, rather than waiting for your call.
Updates
Libraries, dependencies and security fixes are applied on a schedule, not when they become a problem.
Backups
Backups run automatically, and restores are tested every month against real data.
Hosting
Machines, domains and certificates. If you have nowhere to run the system, it runs with us.
Small changes
Minor changes go into the monthly cycle. Larger ones are quoted separately before they start.
Reporting
Once a month you receive what was done, what went down and how long it took.
What it costs
Support is priced as a share of the build, usually between 15 and 20 per cent a year. The minimum monthly fee is 350 €.
The exact figure depends on how many systems we look after and whether around-the-clock cover is needed. We say it before we start, not after.
The first step is a short conversation.
We reply within 24 hours. A detailed brief is not needed beforehand.