Maintenance & Support.
Ongoing engineering retainers, separately scoped.
A retained team of named engineers, not a ticket queue, with support hours, response targets and escalation routes agreed in the retainer.
About Maintenance & Support
When your system breaks, "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 support hours, response targets and escalation paths agreed in the retainer, 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.
Project deliverables
What we can deliver.
These are possible deliverables for this service. Your statement of work defines the selected scope, price, milestones, acceptance checks and responsible reviewers.
- 01Named engineer(s), agreed support hours and response targets
- 02Escalation routes agreed in the retainer
- 03Monthly incident report & prevention plan
- 04Runbook maintenance & extension
- 05Quarterly system health review
- 06Optional feature-work capacity
Business use cases
Where Maintenance & Support fits.
Explore practical applications of Maintenance & Support and the workflows each can support. We agree the implementation scope around your users, systems and priorities.
Post-launch retainer
Continue maintenance after the agreed launch-support or warranty period.
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.
Technical approach
Capabilities your project needs.
We select tools around your requirements, existing systems and operational constraints. These capabilities guide the architecture and implementation.
- Named engineers
- Agreed response targets
- Escalation paths
- Runbook maintenance
- Incident reporting
- Monthly reviews
Our delivery process
From requirements to handover.
We plan requirements, architecture, design, implementation, testing, release and handover. The proposal identifies the engineering review and client acceptance points for your project.
Service questions
Maintenance & Support: common questions.
What's your response time SLA?
Coverage hours, severity levels, response targets and escalation routes are agreed in the retainer. Round-the-clock coverage or a specific response time is available only where explicitly included in the signed scope.
What happens after launch?
First, any launch support or warranty period agreed in your engagement, covering the delivered scope. Ongoing care after that is a separate retainer with named engineers, agreed support hours, response targets and escalation routes, and a monthly report on what happened and what changed. Nothing continues by default; the next step is scoped with you. Depending on scope, a retainer covers incident response, bug fixes, dependency and security updates, runbook upkeep, a quarterly health review and optional feature work. It is scoped by hours or by outcome, and how hours can change, including any notice period or minimum term, is agreed in the retainer.
What if we want to bring it in-house eventually?
That's often the intent. Hand-off support and onboarding for your new hires can be included in the retainer scope, alongside the documentation and access agreed for handover.
Plan your project
Discuss your requirements.
Tell us your goals, current systems and delivery priorities. We will define the scope and provide a written quote for Maintenance & Support before implementation.
Timelines, ownership, third-party licences, warranty and support are agreed for your engagement.