Software Support & Maintenance
Keep the System Running While You Pay Down What It Owes
We take on software we didn't write. First we learn how it actually behaves, then we agree what counts as an emergency, who gets called and how quickly. After that the backlog underneath starts getting smaller — without breaking what already ships.
The First Month Is Learning What You Already Have
Most support engagements start with an application nobody currently owns end to end. Before we commit to anything about response times, we read the code, follow the deploy path, find out what is monitored and what isn't, and write down the failure modes people have quietly learned to work around. That document is what the support agreement gets built on.
- A written map of the system, its deploys and its dependencies
- Severity levels agreed with you rather than assumed
- Response targets and cover hours set per engagement
- A named route to a person when something breaks
- Known technical debt listed, ranked and worked through
What Support Actually Covers
Monitoring & Alerting
We instrument what matters — error rates, queue depth, failed jobs, the endpoints the business actually runs on — so that an alert means something. Checks that fire without anyone acting on them get fixed or deleted.
Triage & Bug Fixes
Every report gets a severity, a reproduction attempt and an owner. Fixes travel the same review and release path as any other change, rather than going straight into production because it was urgent.
Performance Work
Slow usually has a cause: a query without an index, an N+1 in a hot path, a synchronous call that should be a background job. We profile before changing anything and measure again afterwards.
Dependency & Version Upgrades
Runtimes, frameworks and libraries drift out of support. We move in small steps with a rollback path, instead of letting the gap grow into one migration nobody wants to sign off.
Security Patching
Advisories are tracked against your real dependency tree and prioritised by whether the vulnerable path is reachable from your code. Then they get shipped and verified, not just noted.
Third-Party & Integration Changes
Payment providers, identity, cloud APIs — the things that break because someone else changed them. We watch deprecation notices and move ahead of the cut-off date where the calendar allows.
What We Use to Watch, Track and Ship
Where you already run something, we adopt it rather than moving you onto our tooling — a support rota that needs a migration first isn't much use. These are the tools we're comfortable working in from day one.
Monitoring and Alerting
4 tools
- Grafana
- Prometheus
- New Relic
- Datadog
Infrastructure and Hosting
4 tools
- AWS
- Azure
- Docker
- Kubernetes
Ticketing and Team Tools
4 tools
- Jira
- Slack
- GitHub
- Confluence
What Changes When Someone Owns It
Support is mostly unglamorous work: knowing the system well enough to guess right, answering quickly, and making sure the same incident doesn't happen a third time. Here is what that looks like week to week.
The Same People, Ticket After Ticket
A small group holds your system, so context isn't rebuilt from scratch on every report. What they learn goes into written runbooks rather than one person's head.
Alerts Worth Reacting To
We tune monitoring until a page is worth answering. A rota that has learned to ignore its own alerts is worse than no rota, so noisy checks get fixed or removed.
Severity Agreed Before the Outage
Which failures are critical is your call, written into the engagement along with the escalation path. Nobody should be negotiating priority while the system is down.
The Backlog Gets Smaller
Each cycle carries planned work alongside whatever comes in. Skip that and the debt behind last month's incident is still sitting there waiting for the next one.
Response and Resolution Kept Separate
We commit to when a person picks it up and what happens next. How long a fix takes depends on the fault — we would rather say so than quote a number we can't hold.
Cover Sized to the Risk
Hours, on-call and escalation are set per engagement. Paying for overnight cover on a system nobody uses overnight helps no one.
The Kinds of Work a Support Contract Covers
Not all support is firefighting. Most weeks are a mix of these six, and the balance between them is worth agreeing up front — otherwise the reactive work eats everything else.
Corrective — Something Broke
Restore service first, then find the cause. Every incident above an agreed severity gets a short write-up: what happened, what we changed, and what stops it recurring.
Adaptive — the Ground Moved
An OS release, a browser change, a cloud service deprecating an API. The software didn't change, but its surroundings did, and it now needs work to keep behaving.
Perfective — Small Improvements
The rough edges users have stopped reporting because nothing ever happened. Batched into ordinary releases rather than saved up for a redesign.
Preventive — Before It Bites
Dependency and framework upgrades, security patching, expiring certificates and credentials, backups that get restored somewhere to prove they work.
Helpdesk & Escalation
A route for your team to reach an engineer, with the path from first contact to escalation written down so nobody has to work out who to chase.
Monitoring & On-Call
Health checks, alert thresholds and a rota. Cover hours and how far out of hours it extends are agreed per engagement rather than assumed to be constant.
Support Work Looks Different in Each of These
Fitness and wellness apps
Device syncs, subscription renewals and streak logic that fail quietly and get reported weeks later.
E-learning platforms
Term-time load spikes, video delivery, and progress data that cannot be lost to a bad deploy.
Food and delivery
Dispatch, live tracking and payments, where a bad hour is revenue you do not get back.
HR and workforce systems
Payroll cycles, leave rules, and integrations that shift whenever the upstream vendor ships.
Banking and financial services
Change windows, audit trails, and overnight jobs that have to finish before the next business day.
Media and streaming
Encoding pipelines, entitlement checks, and traffic that all arrives on release day.
Frequently Asked Questions
Got questions?
Can you support software your team didn't write?
That is most of this work. We start with a review — reading the code, following the deploy path, seeing what monitoring exists — and write down how the system actually behaves. Until that is done we won't quote response targets, because we would be guessing.
How do you decide what counts as urgent?
Severity levels are agreed with you before support starts, in terms of your business: which flows lose money by the minute, which failures can wait until Monday. Everything that comes in is triaged against that list, so priority is settled in advance instead of argued about mid-incident.
What response times do you commit to?
Response targets, cover hours and the escalation path are set per engagement and written into the agreement — they depend on what the system does and what an hour of downtime costs you. Response and resolution stay separate: we will tell you when a person picks it up, but how long a fix takes depends on the fault.
Do you provide out-of-hours or on-call cover?
Where an engagement needs it, yes — on-call is scoped, staffed and priced as part of the agreement rather than assumed. Some systems need someone reachable overnight. Many only need next-business-day cover, and paying for more than that is waste.
Who handles security patches and dependency upgrades?
We do, as standing work rather than an occasional project. Advisories are tracked against your dependency tree and prioritised by whether the vulnerable path is reachable from your code, then shipped in small releases with a rollback path. Runtime and framework upgrades follow the same rhythm, so you never face one enormous migration.
Vetted by the vendor, not just by us.
A partner badge is granted, not claimed. These came from Odoo.
- Odoo Partner
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