Chapter 8 of 11
After the last page: looking after what you've built
Software is never really finished. Phones update, browsers change, certificates expire. We keep things steady so you can get on with running your organisation.
What a support arrangement covers
- Updates. Operating system and framework updates tested before they reach your users.
- Security. Dependency patches, certificate renewals and access reviews.
- Monitoring. Uptime and error alerts, with a person who reads them.
- Small changes. A monthly allowance for tweaks, so you're not raising a new project for every button.
Hours and how to reach us
Our support desk works Monday to Friday, 09:00 to 18:00 UK time (Europe/London), excluding bank holidays in England. Use the support form on our contact page, email or phone. Each request gets a reference so you can follow it up. We'll agree response targets with you in writing when you sign up — we don't publish blanket promises that might not fit your situation.
Inherited systems welcome
A lot of support work starts with “the person who built this has moved on”. We begin with a health check: what's running where, who has access, what's out of date and what's genuinely risky. You get a plain report and a prioritised list before we touch anything.
Leaving is easy
If you decide to move on, we hand over credentials, documentation and a summary of open issues. Nobody should feel trapped by their supplier.
Something wobbling? Quick triage
Answer three questions to see how we'd normally prioritise it. This is guidance only — existing support customers should follow the terms in their agreement.
Answer all three to see a suggested priority.
Questions people ask
Do you offer out-of-hours cover?
Our standard hours are weekdays 09:00–18:00. If you need cover outside those hours, talk to us and we'll be honest about what we can arrange.
Can you support systems you didn't build?
Yes, after a health check so we know what we're taking on.
How do I raise an urgent issue?
Use the support form on our contact page and mark it urgent, then phone during office hours.