// SUPPORT AND MAINTENANCE
Support and maintenance
Fixes, updates, monitoring and small changes that keep the software we built for you working as it should.
Software requires ongoing care after launch. Phones receive new operating systems, app stores change their requirements, software libraries need security updates, and your business continues to change as well. Our support service is how we look after the software we have built once it is live, so that it continues to work and keeps pace with your business. Because we know we will be maintaining it, we build it from the start to be straightforward to maintain.
What support covers
Most support work is routine, and it is this routine work that prevents small problems from becoming serious ones. Our support includes the following.
- Fixing bugs when something breaks, and establishing why it broke
- Keeping frameworks, libraries and servers up to date, including security patches
- App Store and Google Play updates when their requirements change
- Small changes, such as a new field on a form, an adjustment to a report or an additional email notification
Hosting, DevOps and monitoring
We provide hosting and DevOps for the software we build. We run the servers, the database and the release pipeline that delivers each change, so you do not need to employ your own operations staff.
We also set up monitoring that checks your app or website and alerts us when something appears to be wrong, for example if the site stops responding, the number of errors rises sharply, or a scheduled overnight job fails to run.
Most problems show warning signs before they cause an outage. Monitoring means those signs are noticed and acted on, so that we are often aware of a problem before your customers are.
Small changes and larger requests
Over time you will want parts of your software adjusted. Support covers small changes of this kind without the need to start a new project each time.
When a request turns out to be larger, such as an entirely new section of an app, we will tell you before any work begins and treat it as a separate piece of work with its own scope. This ensures that you always know in advance what you will be invoiced for.
Reporting and resolving problems
Many developers hand over software at launch and move on to their next client, so that when a problem arises months later nobody remembers how the system works. We prefer to remain involved. Because we plan to look after what we build, we keep it simple, write tests and document the decisions that matter, which makes every later change easier.
You deal directly with the engineers doing the work, so a bug report goes straight to someone who can read the code. You do not need technical knowledge to report a problem. A screenshot and a short description of what you were trying to do, what happened instead and roughly when it happened is sufficient. Once the problem is resolved, we explain what we found in plain language.
If the same problem recurs, we do not simply apply another temporary fix. We identify the underlying cause, correct it and add a test so that it does not return.
// FAQ
Frequently asked questions
Can you support software someone else built?
Sometimes. We begin by reviewing the code and the hosting so that we understand what we would be taking on. If the software is in reasonable condition, we can take it over. If it is not, we will explain what it would take to bring it to that standard before we agree to support it.
Do I need support if the software is working well?
Yes. Software that works today still needs updates, because security patches, new phone operating systems and app store requirements arrive whether or not anything has gone wrong. Deferring them for a year or two usually results in a larger and more expensive update later.
What counts as a small change?
Broadly, anything that adjusts existing functionality rather than adding an entirely new area. A new field on a form is a small change. A new payments system is not. If we are unsure, we will check with you before starting.
Who do I talk to when something goes wrong?
The engineers who work on your system. There is no call centre in between, so you will not need to explain the problem more than once.
// RELATED SERVICES
App development
Mobile and web apps for small businesses and founders, built to be straightforward to maintain once people start using them.
Custom software
Bespoke systems for the parts of your business that off-the-shelf software does not fit well.
Website design
Fast websites for small businesses, built to be found on Google and owned by you.