What is the difference between support and maintenance?
Support is about responding when something breaks or users get stuck. Maintenance is the ongoing work that keeps the system healthy: updates, security patches, performance tuning, and small improvements that prevent bigger problems later. What types of changes do you handle as part of ongoing support?
We typically cover adaptive changes when environments change, corrective fixes for defects, preventative work to reduce risk, and continuous improvements that make the system faster, easier to maintain, and more reliable for users. Do you offer both Time & Material and SLA-based support?
Yes. Time & Material gives flexibility when the scope can change month to month. SLA-based support provides predictable costs and agreed response and resolution targets, which suits business-critical systems. How do we decide between Time & Material and an SLA?
If you want maximum flexibility and your needs vary, Time & Material is often the better fit. If you need defined response times, predictable coverage, and formal reporting, an SLA is usually the right approach. What happens during the initial assessment or “health check”?
We review performance, security, stability, logs, dependencies, hosting setup, and how the system is used day to day. We then agree priorities and propose a support plan, including quick wins and longer-term risk reduction. Do you provide 24/7 helpdesk support?
We can, depending on the service model you choose. For some clients we provide round-the-clock incident coverage. For others, we provide defined support hours with an escalation path for critical issues. How do you handle incidents and priorities?
We classify issues by impact and urgency, agree a priority scheme with you, and then follow a clear incident process: acknowledge, investigate, mitigate, resolve, and document the outcome to reduce repeat problems. Do you proactively monitor systems, or only respond when something fails?
We can do both, but proactive monitoring is often what prevents downtime. We set up alerts, track key metrics, and look for early warning signs so issues can be addressed before users are affected. How do you manage updates and patches without disrupting operations?
We plan updates, test changes in a controlled environment, and use safe deployment practices such as staged releases and rollback options where appropriate. The goal is steady improvement without unpleasant surprises. How do you approach security in support and maintenance?
We treat security as ongoing work. That includes patching dependencies, reviewing exposed surfaces, managing access properly, monitoring for suspicious behaviour, and addressing findings in a practical way that matches the risk. Can support and maintenance reduce our cloud and running costs?
Yes. Over time, cloud usage can drift. We can review resource usage, identify waste, adjust scaling and storage, and remove unused services. Small changes can often reduce costs without affecting performance. How do you ensure knowledge doesn’t sit with a few individuals?
We document key decisions, keep runbooks and system diagrams up to date, and share knowledge across the team. That reduces key-person risk and makes it easier to onboard new people on both sides.
