Technical support
Tiered support and incident response for the systems we build, and for those we don't.
Software doesn’t stop needing attention at launch — that’s usually where the real, ongoing responsibility begins. A support plan is what stands between a minor issue and an outage that costs real money and trust.
What’s included
Tiered support structured around actual severity — a clear process for triaging what’s urgent versus what can wait, so critical issues get immediate attention instead of competing with routine requests in the same queue. Incident response with defined response-time commitments, so “we’ll get to it” has an actual, agreed number attached to it. Support for systems we built and, just as often, for systems we didn’t — a legacy codebase nobody currently on staff fully understands is a common and entirely workable starting point. Proactive monitoring that catches problems before they become incidents users notice, rather than waiting for the first complaint to arrive. And a knowledge base that grows over time, so recurring issues get solved permanently instead of repeatedly.
When to bring us in
Whether it’s ongoing support for a system we built or taking over support for one we didn’t, the right time to set this up is before there’s an active incident — a support relationship established calmly holds up far better under real pressure than one improvised during an outage.