Consulting & Support
Maintenance & Support
SLA-backed monitoring, updates and fixes
Software is not a thing you finish. Dependencies release security patches, browsers and operating systems change, integrations alter their interfaces, certificates expire, traffic patterns shift, and content needs updating. An application nobody maintains does not stay the same — it slowly stops working, and the first sign is usually a customer telling you.
We provide ongoing maintenance and support for web applications, websites, e-commerce stores and mobile apps, including systems we did not build. This is a standing arrangement with defined response times, not an hourly relationship where you hope someone is available.
What's included
What a support agreement covers
Monitoring.
Uptime, error rates, performance, certificate expiry, disk and queue health, checked continuously — so we know before you do.
Incident response.
A defined route to reach us and a committed response time by severity, agreed in the contract rather than promised in a meeting.
Security patching.
Framework, library, server and dependency updates applied on a schedule, with urgent patches expedited when a serious vulnerability is disclosed.
Backups and verified restores.
Taken on a schedule, stored separately, and — critically — test-restored periodically, because an untested backup is an assumption.
Bug fixes
for defects in the maintained system.
Small changes and content updates
within an agreed monthly allowance, so a copy change or a new page does not need a project.
Performance monitoring
and the work to correct the gradual degradation that comes with growing data.
Uptime and health reporting
plus what we did this month and what we recommend next.
Platform compliance work
the annual mobile OS and store requirement changes that will otherwise block your next release.
Response times, defined
A support agreement is only as good as its severity definitions, so ours are explicit and agreed in writing:
- Critical — the system is down, or payments and checkout are failing. Immediate response, worked continuously until service is restored.
- High — a major function is broken with no workaround. Response within the same business day.
- Medium — something is broken but there is a workaround, or a feature is degraded. Response within an agreed number of business days.
- Low — cosmetic issues, small content changes and improvement requests. Scheduled into the next maintenance window.
We would rather set these out plainly than promise "24/7 support" and leave you to discover what that means during an outage.
Taking over software someone else built
This is a common engagement and we do it regularly, including for systems whose original developer is no longer available. It starts with a paid onboarding audit, because we will not commit to a response time on a system we have not read.
The audit covers the codebase, dependency and framework versions, infrastructure, security posture, backups, access and credentials, and documentation. You get a written assessment with the risks in priority order — and sometimes that assessment says the honest thing: that the system is too far behind to support safely, and a staged replacement will cost less than propping it up. If so, you will hear that before you sign a support contract, not after.
We also insist on the boring part: that you hold your own domain, hosting, repository and store accounts. Clients who cannot access their own infrastructure because a previous supplier holds it are one of the most common and most avoidable problems we see.
Why this is worth a retainer rather than calling someone when it breaks
Ad-hoc support means the person you call has no current knowledge of your system, has to relearn it under time pressure, and may not be available on the day it matters. It also means nothing preventive ever happens: no patching, no monitoring, no verified backups, and the failure that a routine update would have avoided becomes an emergency.
A retainer buys you prevention and priority. Most of what it does is invisible, which is exactly the point — the outages that never happen do not appear on a report.
On working with Codigoo
We had been blaming regulation for two years. They spent a week watching recordings and showed us it was question order.
Questions we are usually asked
- Can we get support without a monthly agreement?
We can do ad-hoc work, but honestly: response times are best-effort, and we will always serve retained clients first during an incident. For anything your business depends on, that is a poor trade.
- Does maintenance include new features?
The agreement includes small changes within an allowance. Substantial new functionality is quoted as project work, because it needs design, estimation and testing rather than being absorbed into a support queue where it competes with incidents.
- What if we barely need any support?
Then you pay for availability and prevention rather than for hours consumed, and that is a fair thing to be clear-eyed about. We will size the agreement to what your system actually needs, and for a simple, stable site a small plan is genuinely enough. We would rather right-size it than sell you cover you will not use.
- Can you support the marketing side too?
Yes — content updates, landing pages, tracking fixes and campaign work can sit in the same agreement, which is usually simpler than holding two suppliers and arguing about which one owns a problem.
If you are running something important with no monitoring, no patching and no tested backup, that is worth a consultation before it becomes worth an emergency.
Talk to us about Maintenance & Support
Thirty minutes with an engineer and a strategist who do this work — not a sales team. You will get an honest answer about whether it is the right thing to buy, and what it would realistically cost.