S-03 / SUPPORT & MAINTENANCE

Your product runs 24/7 — and that's on us.

Monitoring, a clear SLA, security updates, and steady growth — no fire drills, no surprises. You see the state of the system; we keep it stable.

Discuss an SLA How we work

01 Scope / What's included // production care

Full care for your production system.

We don't just fight fires after the fact — we keep the system healthy every day and grow it on purpose.

C-01 Monitoring & incidentsround-the-clock, response per SLA

C-02 Bug fixesroot cause, not symptom · via review

C-03 Security & dependenciesvulnerability patches, current stack

C-04 Backupsscheduled + restore verification

C-05 Performance tuningbottlenecks in code & infrastructure

C-06 Small enhancementsfeatures within your monthly budget

C-07 Monthly reportsincidents, response times, work, health

02 SLA / Tiers // 3 tiers

Pick a tier that matches your risk.

From a basic safety net to round-the-clock support with a dedicated engineer. Exact terms are fixed in the agreement.

Parameter	Basic	Standard	Premium
Critical incident response time	8 business hours	4 hours	1 hour
Support hours	Business (8×5)	12×5	24×7
Availability monitoring	—	✓	✓
Security & dependency updates	✓	✓	✓
Backups & recovery	✓	✓	✓
Monthly report	✓	✓	✓
Dedicated engineer	—	—	✓

Exact SLA parameters are set in the contract for your product.

03 Onboarding / How to start // 3 steps

Handover to support in three steps.

We take a system under support without chaos: first we understand it, then we set the rules, and only then we own it.

STEP 01 — AUDIT

Audit the current state

We review the code, infrastructure, and risks, then map the system and list the first priorities.

1–2 weeks

STEP 02 — AGREEMENT

Agree on the SLA

We pick the tier and lock in response times, support hours, the hours budget, and communication channels.

agreement + runbook

STEP 03 — HANDOVER

Move to support

We set up monitoring, configure backups, and take ownership of the system under the SLA.

support starts

04 FAQ / Common questions // briefly

The essentials, briefly.

Will you support code someone else wrote?

Yes. We start with an audit: we assess the state of the code, infrastructure, and risks. Based on that, we propose a realistic support plan and, if needed, a short list of critical fixes to do first.

What if there's no documentation?

That's a common situation. During the audit we reconstruct the key parts of the system and create minimal working documentation — a runbook, a component diagram, and a description of critical scenarios. From there we keep it up to date.

Can the SLA tier be changed later?

Yes. The tier can be raised or lowered from the start of the next period. If your system's load or criticality grows, we'll review the terms together so they match your real needs.

↘ Contact / Next step // open a channel

// OPEN A CHANNEL — reply < 24h

Discuss an SLA.

Tell us about your system and how critical it is — we'll propose a support tier and terms that match the real risks.

Reply < 24h Audit before start NDA on request

Discuss an SLA [email protected]