Maintenance & Support.
On-call retainers with real humans.
A retained engineering team that answers when your system doesn't — with named engineers, not a ticket queue.
What it is
When your system breaks at 2am, "please open a ticket" is the wrong answer.
Maintenance & Support is a retainer for systems that need ongoing care — from small teams without an on-call rota to larger orgs bridging a hiring gap or backing up an internal team.
We provide named engineers with SLAs on response and resolution, defined escalation paths, and a monthly written report on what happened and what we've changed to make it not happen again.
The retainer is scoped by hours or by outcome — pick whichever fits how your team already thinks about vendor relationships.
What you get
6 concrete things, on the SOW.
Every deliverable is written into the statement of work — priced, dated, and signed off by a named engineer at the relevant gate.
- 01Named on-call engineer(s), tiered SLAs
- 02Response + resolution time commitments
- 03Monthly incident report & prevention plan
- 04Runbook maintenance & extension
- 05Quarterly system health review
- 06Optional feature-work capacity
Where this shows up
Three shapes of engagement.
Different problems, same method. These are the concrete work shapes we typically deliver under Maintenance & Support.
Post-launch retainer
The 30-day warranty ends; the retainer picks up for continued care.
Hiring bridge
You're hiring in-house, but the system needs coverage now.
Long-term maintenance
A legacy or non-strategic system needs ongoing care from someone who knows it.
The stack
Capabilities, not vendors.
The requirement picks the tool, not the other way round. Naming vendors up front would set the wrong ceiling on what we take on.
- Named engineers
- Tiered SLAs
- Escalation paths
- Runbook maintenance
- Incident reporting
- Monthly reviews
How it runs
Seven stages. One signature at a time.
Every Maintenance & Support engagement runs through the same seven-gate Aivora Delivery Engine — each stage run by specialised agents, each ending at a gate a senior engineer must sign.
Frequently asked
Questions people ask before booking.
What's your response time SLA?
Tiered by severity: SEV1 (system down) is 15 minutes, SEV2 (degraded) is 1 hour, SEV3 (broken feature) is 4 business hours. Written into the retainer contract.
Can we scale hours up and down?
Yes — with 30 days notice in either direction. The retainer is monthly, rolling, no long lock-in.
What if we want to bring it in-house eventually?
That's often the intent. The retainer includes hand-off support — onboarding your new hires onto the system with the same engineers who've been running it.
Ready when you are
Bring us the hard bit.
Ninety-minute kickoff. Five-day audit. Fixed quote for Maintenance & Support — in writing, before we build.