Software Maintenance and Support
Ongoing engineering capacity with agreed response times and a transparent backlog.
Software does not stand still even when nobody changes it. Dependencies reach end of life, certificates expire, an upstream API is deprecated, and traffic patterns shift until yesterday capacity is no longer enough.
We provide ongoing engineering capacity with agreed response times and a backlog you can see — whether we built the system or inherited it from somebody else.
How we approach it
We start by learning the system properly and clearing the known faults. Retainers spent permanently firefighting the same three issues are not maintenance, they are a subscription to a problem.
Why this matters
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Response times in writing
Severity levels and response targets agreed and reported against.
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A backlog you can see
Every request tracked and prioritised in the open, with no hidden queue.
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Problems prevented
Dependency updates, certificate renewals and capacity headroom managed proactively.
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Continuity of knowledge
A named team that knows the system, not a rotating pool of strangers.
What is included
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Service levels
Defined severities, response and resolution targets, reported monthly.
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Proactive maintenance
Patching, dependency upgrades and capacity review on a schedule.
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Monitoring and on-call
Alerting tuned to reduce noise, with escalation paths that are actually followed.
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Continuous improvement
A share of every month spent reducing the causes of recurring work.
How we deliver it
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01
Onboard
Discovery of the system as it stands, documented so we are not guessing during an incident.
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02
Stabilise
The known problems cleared first, so ongoing work is not spent firefighting the same faults.
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03
Operate
Monitoring, patching and response against the service levels we agreed in writing.
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04
Improve
A visible backlog of improvements worked through alongside routine operations.
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05
Review
Quarterly service reviews covering performance against target, incidents and spend.
What you receive
- Service level agreement with severity definitions
- System documentation and operational runbook
- Monitoring, alerting and on-call rota
- Monthly service report
- Prioritised improvement backlog
Tell us about your idea, and we'll make it happen.
Have a problem that needs solving? We would like to hear about it.