Support under contract (SLA)
The product is live and you need a team responsible for updates and stability. Response times are set in the contract (SLA).
Website and app technical support
User support (Help Desk), monitoring and SLA-based maintenance.
What we do
We support your product and your users: request and ticket handling (Help Desk), monitoring, backups, updates and a response-time SLA. We resolve issues fast and keep the system stable.
Users and your team write to the Help Desk; every request gets a number, an owner and a deadline. You see what is done and what is in progress.
Response and resolution times are set in the contract (SLA) by request priority.
We watch availability, errors and load for your site or application, set up backups and check that they can actually be restored.
We learn about failures from monitoring, not from your customers.
We update the platform, libraries and certificates and close vulnerabilities. Small improvements are part of the contract: new fields, pages, integrations.
We also take on projects built by another team, starting by getting to know the code and infrastructure.
What's included
- User support (Help Desk)
- Ticket intake and handling
- Monitoring
- Response-time SLA
- Updates, patches and backups
- Incident reports
Shall we talk about support?
Tell us about the site or application, and we will come back with support terms and an SLA.
Stack and practices
Process
- Jira
- Git
Environment
- Docker
- Nginx
- Cloudflare
How we can work together
Taking over from another team
The previous contractor has left and the project needs to be taken over without downtime.
One-off fix
There is a specific bug or problem that needs a quick fix.
FAQ
What does technical support include?
Uptime monitoring, updates, backups, bug fixes, small improvements and consultations, under an SLA.
How quickly do you respond to problems?
Response times are fixed in the contract (SLA); critical failures are handled first.
Do you support websites built by someone else?
Yes. We start with an audit of the code and server, then propose a support and improvement plan.