You're carrying business-critical applications in production, but incidents, ownership, and response times keep slipping through the cracks
Support & Maintenance answers that by giving leadership a stable, SLA-governed run model with clear ownership, reporting, and escalation paths.
Incidents pile up with no clear owner
A structured incident and problem management model with defined SLAs and escalation paths
Key experts leave, taking system knowledge with them
A documented baseline, structured knowledge transfer, and validated support assumptions before we take over
Support costs are unpredictable and quality isn't guaranteed
Fixed transition pricing and tiered SLA-based retainers matched to incident volume, coverage, and complexity
Bug fixing and new development keep blurring together
A governed intake process that separates included bug fixes from separately priced change requests, protecting scope and margin
What you get
A confirmed SLA model and service report validating incident volume, complexity and risks, followed by structured incident and problem management with defined escalation paths, so critical applications run on a stable, governed model instead of ad hoc fixes.
Measures: SLA compliance (>95%) · Reduced MTTR · Fewer critical incidents · System availability (e.g. 99.9% measured quarterly)
How Support & Maintenance works
We use a structured, evidence-based approach, from stabilising your application under a validated SLA model to running it as a managed service. Through technical audit, knowledge transfer and shadowing, we cover two connected phases:
Starter: a technical audit, knowledge transfer, onboarding and SLA setup, with documentation review, incident analysis, and validation of support assumptions.
Ongoing managed support: incident and problem management, bug fixing, SLA reporting, service reviews and controlled minor enhancements under the confirmed SLA tier.
Service packages:
Go deeper into the topic
A comprehensive guide to transferring your project to the Support & Maintenanc...
A comprehensive guide to transferring your project to the Support & Maintenance Team
Ensuring a smooth IT transition: a proven framework for success
Ensuring a smooth IT transition: a proven framework for success
Submitting a project to Support & Maintenance – what are the options?
Submitting a project to Support & Maintenance – what are the options?
Managed Services model: the benefits and key aspects
Managed Services model: the benefits and key aspects
Let's talk
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