Comprehensive support and maintenance to keep your portals, integrations, and automation solutions running smoothly. We provide ongoing support from launch through the entire lifecycle of your solutions.
Our support includes monitoring, maintenance, security updates, bug fixes, feature enhancements, and technical assistance. We're here to ensure your solutions continue to meet your business needs as they evolve.
What you'll get with this service
Our ongoing support service provides comprehensive maintenance and assistance to keep your solutions running smoothly.
Proactive Monitoring
24/7 monitoring of your systems to detect issues early and address them before they impact your business.
Regular Maintenance
Regular updates, security patches, and maintenance to keep your solutions secure and up-to-date.
1k+
- Supported Solutions
20+
- Years of Experience
Delivering results that matter
Ongoing support ensures your solutions continue to work reliably and evolve with your business needs.
Peace of Mind
Know that your solutions are monitored, maintained, and supported by experts who understand your systems.
Tools & technologies we use
We use monitoring tools, ticketing systems, and support processes to provide efficient, effective support for your solutions.
Providing comprehensive support using modern tools and processes to ensure quick response times and effective issue resolution.
20+
Years of support experience.
Our approach focuses on delivering support that keeps your solutions running smoothly.
- 24/7 Monitoring Tools
- Issue Tracking Systems
Support Policy & Service Levels
We operate a fair use support policy designed to provide appropriate support levels for different types of services. Our approach ensures you get the right level of support for your specific needs.
Fair Use Support for General Services
For general services such as hosting, infrastructure, and standard maintenance, we operate a fair use support policy. This means we provide reasonable support within the scope of the service you're using. Fair use support typically includes:
- Infrastructure monitoring and basic maintenance
- Security updates and patches for hosting environments
- General technical assistance related to the service
- Standard troubleshooting and issue resolution
Fair use support is designed to keep your general services running smoothly without requiring a formal support contract. It's included as part of the service and operates within reasonable usage limits.
Support Contracts for Specific Platforms
For specific platforms and applications such as WordPress websites, Magento stores, Shopify stores, or custom applications, a dedicated support contract may be required. These platforms often need:
- Regular updates and security patches specific to the platform
- Plugin and theme compatibility management
- Performance optimization and monitoring
- Content management assistance and training
- Custom feature development and modifications
- Dedicated support with guaranteed response times
Support contracts for specific platforms provide comprehensive coverage, guaranteed response times, and priority assistance. We work with you to create a support package that matches your platform's needs and your business requirements.
Service Level Agreement (SLA) Structure
Our Service Level Agreements are designed to provide clear expectations and guaranteed response times. Here's the structure we use for support contracts:
Critical (P1): System down or critical functionality unavailable
- Response Time: Immediate (within 1 hour) - during office hours; 24/7 if specified in support contract
- Resolution Target: 4 hours
- Available: Office hours (standard); 24/7 (with support contract)
High (P2): Major functionality impaired, significant impact on operations
- Response Time: Within 4 hours during office hours; extended coverage available with support contract
- Resolution Target: 1 business day
- Available: Office hours (standard); extended hours (with support contract)
Medium (P3): Minor functionality issues, workaround available
- Response Time: Within 1 business day
- Resolution Target: 3 business days
- Available: Office hours
Low (P4): General inquiries, feature requests, non-urgent issues
- Response Time: Within 2 business days
- Resolution Target: As agreed per request
- Available: Office hours
Standard Support Hours: Unless specified otherwise in a support contract, support is available during general office opening hours (typically Monday-Friday, 9am-5pm, excluding public holidays).
Support Contract Options: Support contracts can include extended coverage options:
- Extended Hours: Extended coverage for high-priority issues outside standard business hours
- 24/7 Support: Round-the-clock coverage for critical systems and P1 issues
- Holiday Coverage: Support availability during holidays and public holidays (as specified in contract)
- Communication Channels: Email, ticketing system, phone support (as per contract level)
Note: Specific support hours and availability are detailed in individual support contracts. Fair use support for general services operates during standard office hours.
- Proactive Monitoring: 24/7 system monitoring and alerting
- Security Updates: Regular security patches and vulnerability management
- Performance Monitoring: Ongoing performance tracking and optimization
- Backup Management: Regular backups and disaster recovery planning
- Platform Updates: Core platform, plugin, and theme updates (for WordPress/Magento/Shopify)
- Bug Fixes: Resolution of bugs and issues within SLA timeframes
- Technical Assistance: Support for technical questions and guidance
Support contracts typically exclude:
- Major feature development (quoted separately)
- Content creation and copywriting
- Graphic design and creative work
- Third-party service issues outside our control
- Issues caused by client modifications or third-party plugins/themes not approved by us
Additional Services: Custom development, major enhancements, and specialized work can be added to support contracts or quoted as separate projects.
- Monthly Reports: Summary of support activities, issues resolved, and system health
- Incident Reports: Detailed reports for critical issues and resolutions
- Performance Metrics: Uptime statistics, response times, and resolution rates
- Change Logs: Documentation of updates, changes, and maintenance activities
- Regular Reviews: Quarterly or annual reviews to assess support effectiveness and plan improvements
Note: Specific SLA terms, response times, and coverage levels are customized based on your support contract. We work with you to create an SLA that matches your business needs and budget. Contact us to discuss your specific support requirements.
Frequently asked questions
Support includes monitoring, maintenance, security updates, bug fixes, technical assistance, and feature enhancements. We can customize support packages to match your needs.
Response times depend on severity. Critical issues are addressed immediately, while lower priority items are handled within agreed SLA timeframes. We can customize response times based on your needs.
Yes, we can add new features and enhancements to existing solutions. We work with you to prioritize features and plan development work.
We monitor for security vulnerabilities and apply patches promptly. Critical security updates are applied immediately, while routine updates are scheduled during maintenance windows.
We offer 24/7 support options for critical systems. We can customize support packages to include after-hours coverage for urgent issues.