Technical support for the software your business runs on

Support arrangements usually fail in one of two ways: an hourly meter that makes clients reluctant to report problems, or a fixed retainer that quietly buys nothing. We work on a defined monthly capacity with a named engineer who already knows your system — so asking is free and the answer comes from someone with context.

How it works

• Agreed monthly capacity, with response times that match how critical the system actually is
• Direct contact with an engineer — email or phone, not a portal that forwards to a rota
• Monitoring and alerting on the systems we support, so problems often surface before you notice them
• Written record of what was changed and why, so the system does not drift into an undocumented state
• Unused capacity discussed openly rather than silently billed — if you consistently need less, the arrangement should shrink

Software we did not write

We take on systems built by other teams, including ones whose original developers are no longer available. That starts with a technical review of whether it can be built and deployed from source, what it depends on and where the risks are. Sometimes the honest answer is that a component should be rewritten before it can be supported sensibly, and we would rather say that at the start than discover it during an incident.

Why this exists

Custom software is usually bought as a project and then left without an owner. Two years later, the platform has moved, the integrations have changed and nobody is responsible. Support is how a system stays alive between projects — which is most of its life.