The company that wrote it is the company that answers the ticket.
Who this is for
Clients running systems we built, and organisations holding a system whose original vendor is no longer supporting it.
The problem
Support is where most vendor relationships quietly end. The project team moves on, tickets go to people who did not build the system, and changes stop being possible. Our support is staffed by the engineers who wrote the code, which is the only reason a change request can be answered honestly.
What we do
- Hypercare immediately after go-live, at higher intensity
- Tiered technical support, L1 through L3
- Service level agreements with defined response and resolution times
- Preventive maintenance, monitoring and patching
- Scheduled enhancement releases you can plan around
- Infrastructure and backup management
- Takeover support for systems built by others, subject to a code review first
How an engagement runs
Agreed before go-live as part of the build, or assessed separately for a system we did not write.
What you get
A defined service level, named escalation contacts, and a release schedule rather than ad hoc fixes.
