Know who picks up, and what happens after
A support agreement puts in writing how issues are reported, how they are prioritized, who handles them and how the work is reported back to you.
Part of Managed servicesWhat we do
Written service levels
Priority levels defined in plain terms, with agreed response and resolution targets for each, set to the importance of the system.
One ticketing channel
Issues reported through a shared helpdesk or email address, so every request has a number, an owner and a history.
Named contact
A person on our team who knows your systems, attends reviews and is the first point of escalation.
Incident handling
For serious issues, a clear process: acknowledge, contain, fix, then a written summary of the cause and what changed.
Coverage of the whole stack
Websites, customer portals, booking systems, integrations with Odoo, SAP, Zoho or Salesforce, and the hosting they run on.
Service reviews
Monthly or quarterly reviews of tickets, incidents and open risks, with recommendations for the next period.
When clients call us about this
The system makes money or serves customers every day
A booking portal, a store or a customer account area cannot wait for a freelancer to become available.
Procurement or IT has asked for an SLA
Larger organizations and government entities often require written service levels before they sign or renew.
Issues get fixed, but nobody knows why they happened
Incident summaries and service reviews turn repeated problems into planned fixes.
Questions we are often asked
What response times do you offer?
They depend on the systems covered and the level you choose. We agree specific targets for each priority level during scoping and write them into the agreement.
Does the agreement include development work?
It can include a monthly allowance of hours for changes and improvements. Extra hours can be bought on our maintenance hours page or quoted as a project.
Can you support systems another company built?
Yes, after an onboarding review. We document what we find and fix urgent issues before the service levels start.
How long is the agreement?
There is an initial term agreed with you, after which the agreement can continue month to month. If you leave, we hand over access and documentation.
Tell us what you want to build, fix or grow
We reply within one working day with questions or a short plan.