Software Support
Got software your business runs on — but no developer on staff to keep it healthy? That's exactly who this is for.
Support for Software You Depend On
When something breaks, you need someone who already knows your system
Most businesses have software that's critical to how they operate — a custom booking system, a client portal, an internal tool someone built years ago. When it breaks or slows down, there's no team to call. That's where ongoing support comes in.
Support isn't about being on standby — it's about staying close enough to the software that fixes happen quickly and problems get caught before they become crises. The businesses that get the most out of a support arrangement are the ones that don't want to think about this at all.
Support hours available as ad-hoc blocks or monthly retainers. Retainer clients get priority response — same-day acknowledgement, fix timeline confirmed within 24 hours.
Fast response when things break
Bugs, downtime, and performance issues handled quickly — not queued behind new project work
Scheduled maintenance
Regular updates, dependency upgrades, and security patches on a schedule — before they become urgent
Documentation
Written guides and runbooks so your team can handle routine tasks without always needing a developer
Team training & handover
When someone new joins who'll own the software — up to speed and documented for whoever owns the system next
What Support Covers
Four things your support plan handles
Most support needs fall into one of these categories. Non-standard needs get scoped accordingly.
Emergency Fixes
Something's broken and your business is affected. Retainer clients get same-day acknowledgement and a fix timeline within 24 hours. Ad-hoc clients join the queue — retainers jump it.
Scheduled Maintenance
Monthly or quarterly maintenance windows — dependency updates, security patches, performance checks, and small improvements. Planned in advance so there are no surprises.
Documentation
User guides, admin runbooks, and system documentation your team can actually use. Written for the people who'll be reading it — not for the developer who built it.
Team Training & Handover
When staff change or someone new takes ownership of the software — a handover session runs, documentation gets updated, and the next person starts with everything they need.
How Support Works
A process that keeps you informed without making you manage us
Good support is mostly invisible — a problem gets reported, it gets handled, a note arrives when it's done. That's the goal. Here's how it runs.
You report the issue
Email, message, or a short call — whatever is easiest. Logged and confirmed on receipt.
Timeline confirmed before work begins
Issue assessed, urgency determined, fix timeline sent before work starts. No open-ended "working on it."
Fix, test, and deploy
The fix is written, tested against your environment, and deployed — with a rollback path in place before it goes live.
Follow-up note on root cause
Once resolved, you get a short note on what caused it and whether there's anything to change to prevent a repeat.
Ad-hoc vs. retainer: ad-hoc support works well for occasional fixes. A retainer makes sense when your software is business-critical and you want guaranteed response times and a team that stays familiar with your systems.
No minimum contract for ad-hoc work
Pay for what you need — hourly or by the task, no long-term commitment required
Retainer clients get priority
Monthly retainers include reserved hours and guaranteed same-day response for emergencies
Related: Custom Software
If your existing software needs more than maintenance, it can be rebuilt or extended — with a support plan from day one
Got software that needs looking after?
Tell us what you're running and what's worrying you about it. A support option that fits, confirmed within one business day.