Support and SLA
What happens after it goes live
Delivery takes an afternoon. Keeping it running for five years is the work you hire us for.
With many suppliers a maintenance contract is an amount per month without anyone being able to explain what you get for it. This page describes what we mean by it. The exact response times and availability live in the agreement itself, because they depend on what the application does: an internal planning board has different requirements than a webshop.
What is always included
Monitoring and alerting
The application is monitored for availability, errors and speed. We get the alert, not you. During an incident you hear from us what is going on and when it will be fixed — not the other way around.
Updates and security
Security updates to the platform and the packages in use are tracked and tested before going live. Deferred maintenance is the most common reason an application eventually cannot be updated without a rebuild.
Backups that have been tested
A backup that has never been restored is an assumption. We periodically restore one to a separate environment and record how long it took. That number is what you can show your board.
A named contact
You deal with someone who knows your application. Not a ticket queue where you explain from scratch every time what runs and why it was built that way.
What we agree per contract
Response times inside and outside office hours, availability targets, who gets called during an incident and how it escalates. Also what is not covered: new functionality is development, not maintenance, and we keep the two separate so your invoice shows where the money goes.
Taking over from another supplier
Taking over operations starts with working out what runs where. Often nobody has the full picture. We deliver that inventory as a document — even if you then decide to place the work elsewhere.
Talk about maintenance?
Tell us what runs, and we will tell you what it takes to keep it running.