Support
Specialized technical assistance whenever you need it.
Service
Maintenance & Support
Your system always up, always improving.
We keep your applications secure, stable and evolving, with continuous support and specialized monitoring.
01 The problem
The system fails, and nobody understands it
What usually happens
- The company depends on a system that fails, but has no team able to investigate and fix it.
- In many cases the original supplier no longer responds — or the technical knowledge ended up concentrated in a single person.
- The risk grows quietly: downtime, data loss, an interrupted operation.
Signs that this is your case
- Recurring errors go unresolved.
- Nobody fully knows the code and the infrastructure.
- The current supplier is slow, or has stopped answering.
- Updates are avoided for fear of breaking the system.
- There is no organized history of incidents and fixes.
- A failure could interrupt an important company activity.
02 What we do
The scope of this service.
Monitoring
Continuous observability of performance and availability.
Fixes
Fast resolution of bugs and incidents.
Evolution
New features delivered continuously.
Cloud
Cloud infrastructure management.
Databases
Database administration and tuning.
Infrastructure
Scalable, secure infrastructure.
03 Scope
What you get — and what you do not.
The second column is the one almost nobody publishes. It exists because a scope with a declared limit is the only honest way to agree on price and deadline.
Included
- A support channel defined in the contract.
- Triage and resolution of incidents within the scope.
- Organization and prioritization of the technical backlog.
- Security updates compatible with the system.
- Documentation of the knowledge acquired.
- A report of the work carried out.
- Recommendations for stability and evolution.
- Monitoring, when included in the contract.
Not included
- 24-hour support without a specific contract.
- Development of new modules or major features.
- Full rewrite or structural modernization of the system.
- Licences, hosting and third-party services.
- Fixes to external systems outside the team's control.
- Data recovery when no valid backup exists.
- A guaranteed fixed time to resolve any incident.
- Demand beyond the contracted capacity.
04 When not to hire it
When maintenance is NOT worth it
When the system is severely degraded, uses unsupported technology, cannot be built or deployed safely, or requires continuous fixing without the root cause ever being addressed. When the cost and risk of keeping it exceed those of modernizing or replacing it, we recommend a migration plan — and we say so even when it costs us the monthly contract.
05 Timeline
How long it takes — and what makes it vary.
Support runs during business hours, Monday to Friday. Extended coverage and exceptions are formalized in the contract — 24×7 is not the standard. The official channels are the business phone, the website and email.
How critical the system is to the operation.
Support hours and coverage.
Size and complexity of the codebase.
Quality of the existing documentation.
Volume and severity of tickets.
Number of integrations and suppliers involved.
Technologies used and their level of obsolescence.
Need for monitoring and preventive work.
06 How a project starts
Before the proposal, the assessment.
Before any proposal, a conversation. That is where we find out whether what you need can be built — and whether we really are the best choice for your case.
- The first contact
- A free initial conversation. It leads to an assessment, and only then to the scope and the commercial proposal.
- Response time
- We reply to a first contact within 1 business day.
- Engagement model
- Fixed scope per project. Improvements and maintenance are contracted separately — they are not buried in the project as a hidden cost.
- What we need from you
- Someone with decision-making authority, access to the systems and the business rules, answers to our questions, and sign-off on deliveries within the agreed deadlines.
- Warranty
- The warranty period is set out in the contract and varies by project. It is written down before we start, never agreed afterwards.
07 Frequently asked questions
The questions people
actually ask.
01Do you take over a system built by another company?+
Yes, after a technical assessment of the code, the infrastructure, the documentation, the access and the risks. And we can decline: when there is not enough access, when the risk is unacceptable, when there is a legal impediment, or when the technology is unsupported with no safe path to update. Saying no in those cases protects you as much as it protects us.
02Is there a guaranteed time to resolve a problem?+
Not as a general rule. Resolution time depends on the diagnosis, the complexity of the incident, the access available and the suppliers involved. We would rather not promise a deadline we cannot guarantee — in maintenance, a broken promise is the worst kind of damage.
03What are the support hours?+
Business hours, Monday to Friday. Extended coverage and exceptions are formalized in the contract; 24×7 is not our standard.
04Do you need access to the source code?+
Yes. And also the access and rights that allow the system to be built, tested, deployed and maintained legally. Without that there is no real maintenance — only the appearance of it.
05What if the code is badly structured?+
We present the risks and a stabilization plan. Critical cases may require an initial phase of correction or modernization before any promise of stability.
06How are tickets prioritized?+
By impact on the operation, number of users affected, security risk and whether a temporary workaround exists.
09 Solutions
Where this solution comes from.
A service answers what we do. A solution answers how to fix what is blocking you now. Every page starts from the problem, not from the technology.
- Systems Integration
- The systems the company already has finally start talking. See the solution →
- Legacy Modernization
- Changing the engine with the car running — which is how it actually happens. See the solution →
10 Other practices
What else we do.
01S
Enterprise Systems
ERP, CRM, integrations and system modernization for your operation.
ServiceSee →
02AIArtificial Intelligence
AI agents, chatbots and automation that speed up decisions and results.
ServiceSee →
03MMobile Apps
Android, iOS and cross-platform apps with world-class performance and experience.
ServiceSee →
Maintenance & Support
Shall we talk about
your case?
The first conversation and the preliminary assessment cost nothing. Only then come the scope and the proposal.