Support with an agreed response time
The difference between good and bad support is not repair speed. It is whether you hear about the problem from us or from an angry employee.
Monitoring that beats the phone call
We watch servers, sites and network continuously. The aim is to be fixing it before anyone has noticed.
- Checks on availability, speed and certificates
- Disk, load and memory before they run out
- Alerts on outage, around the clock
- A daily crawl of the sites for broken pages
Backups that have been tested
A backup nobody has restored is an assumption. We verify that it actually restores, not that the file exists.
- Automatic scheduled backups, off the main server
- Periodic restore drills
- Clear retention and clear recovery time
- A separate copy of the databases
Updates that do not break on a Friday
Updating is a risk. So there is an order: staging first, production second, and never without a way back.
- Judging which updates are urgent and which can wait
- Testing before touching the working system
- A rollback path for every change
- Disabling the automatic updates that break things
Stated deadlines, not goodwill
The agreement says how fast we respond to which kind of problem. Without that, support is a promise rather than a service.
- Different deadlines for a site that is down and a minor annoyance
- One contact who knows your systems
- A monthly report of what was done and what is next
- Documentation, so you are not dependent on us alone
Who this is for
Support feels like an unnecessary cost - until the first failure without a backup.
- Companies with no IT person but systems that must keep running
- Businesses where a site being down means orders stopping
- Companies with an internal IT team that needs reinforcement
- Clients after a project who want someone to carry it on
Frequently asked questions
What does the retainer include?
Monitoring, backups, updates, fault resolution and an agreed response time. Development hours - new features and changes - are counted separately so support and development do not blur into each other.
Do you respond outside working hours?
For critical problems - a site or server down - yes. Routine tasks are handled in working hours. What counts as critical is agreed upfront so there is no argument at the awkward moment.
Do you support systems you did not build?
Yes. We start with a review of the current state and say what needs fixing before we take responsibility. If something is in a condition we cannot stand behind, we say so upfront.
Does this tie me in long term?
The retainer is monthly and the documentation stays with you. If you decide to take it in-house or change supplier, we hand over the access and the write-up - we do not hold anyone through missing information.
Tell us what has to keep running
We will propose scope and deadlines based on what an hour of downtime costs you.