What ongoing support covers.
- Regular dependency, framework and operating-system updates, tested before release.
- Uptime and error monitoring, with alerts reviewed during working hours.
- Backups set up, documented and periodically restored as a test — a backup that has never been restored is only a hope.
- A monthly pool of time for fixes, small improvements and questions.
- Annual store-requirement updates for mobile apps.
- Straightforward advice on hosting, domains, email deliverability and the everyday IT around your product.
Hours and expectations.
Support is provided Monday to Friday, 09:00–18:00 Europe/London time, excluding UK bank holidays. We acknowledge requests during those hours and agree response priorities with each client in writing as part of their support agreement, based on how critical each system is.
We do not offer round-the-clock cover, and we would rather say so plainly than imply otherwise. If your service genuinely needs overnight response, we will help you design for that — through resilient hosting, automatic recovery or an additional provider.
Taking on software built elsewhere.
We regularly support products we did not build. We begin with an onboarding review: access, hosting, backups, dependencies, known issues. Only once we understand what we are looking after do we agree a support arrangement.