Your original development team has moved on and nobody is watching the application now.
Service
A team behind your product, even after the launch is old news.
We provide ongoing support for your live application — responding to issues, handling requests, making small changes — with defined response times, so your product always has someone behind it.
Support flowActive
- Support scopingDefine coverage, hours, and SLAs
- 02Onboarding to your systemsAccess, docs, escalation paths
- 03Ongoing coverageIssues, requests, small changes
- 04Escalation handlingClear path for urgent issues
- 05Regular reportingWhat came in, what got resolved
Why teams come to us
What this service helps you solve
Small user-reported issues and requests pile up with no dedicated owner.
You need defined response times for issues instead of an ad-hoc 'whoever's free' approach.
You want ongoing coverage without committing to a full-time in-house team yet.
Deliverables
What’s included
Support scoping (coverage hours, SLAs, escalation paths)Onboarding to your systems and documentationIssue triage and resolutionSmall change and request handlingDefined escalation path for urgent issuesRegular support activity reportingStatement of work before billingFlexible ongoing engagement
Process
How the service works
- 01
Scope coverage hours, response SLAs, and escalation paths
- 02
Onboard to your systems, docs, and existing processes
- 03
Provide ongoing coverage for issues, requests, and small changes
- 04
Escalate urgent issues through a clear, defined path
- 05
Report regularly on what came in and what was resolved
Roles
Roles that may support this service
Full-Stack DeveloperBackend DeveloperQA EngineerSupport Engineer
Final roles are recommended after discovery.Discovery before SOW
Discovery comes before every reliable statement of work.
Before we recommend roles, timelines, or pricing, we need to understand your goals, technology stack, product situation, scope, risks, and constraints. Discovery helps us align expectations and create a realistic statement of work.
What discovery documents
- Business goals
- Product goals
- Technology stack
- Current situation
- Required roles
- Timeline expectations
- Budget expectations
- Risks and unknowns
- Success criteria
FAQ
Questions about this service
Application Maintenance is focused on the codebase itself — patches, dependencies, structural health. Ongoing Support is broader day-to-day coverage, including responding to user-reported issues and handling small requests. They're complementary, and many clients run both together.
That's defined during support scoping based on your needs and budget, not a fixed default. We agree on SLAs upfront so expectations are clear on both sides before the engagement starts.
Yes. Ongoing Support is intentionally flexible, and coverage hours or scope can be adjusted as your needs change, whether that means more hours, faster SLAs, or a broader mandate.