Maintenance and support
When it works, nothing happens.
That is the problem with selling maintenance: the result is the absence of news. What can be shown is the board — and the record of the two times something moved.
last 90 days · each bar is a day
when it was not
- 14 Jul · 09:12The ERP integration stopped responding after the supplier updated itanswered in 11 minresolved in 1h 40
- 02 Jun · 23:40The monthly report slowed under month-end volumeanswered in 26 minresolved in 4h
An illustration. Your system’s board shows your days and your incidents.
What the plan is, in writing
- Monitoring
- We know it went down before you do. That is what changes the rest.
- Response time
- Agreed in the contract, by severity. Not "as soon as we can".
- Fixes
- A defect in what was delivered does not become a new quote.
- Updates
- Libraries and operating systems age on their own. That is routine.
- Tested backups
- A backup nobody has restored is not a backup. We test it.
- Improvement
- Part of the hours goes to what you want changed, not only to what broke.
Questions
Do you maintain systems you did not build?
We do, after looking at the code. Sometimes the honest answer is that maintaining it costs more than rebuilding — and we say so, with the reason.
Is a maintenance plan mandatory?
No. You can take the system delivered and documented for your own team to run. The plan exists for those who do not have that team.
What is not included?
Large new features. Those become projects, with their own timeline and price. Small adjustments and improvements come out of the monthly hours.
What if I want to leave?
You leave. The code, the server and the accounts are yours, and we hand over the documentation of how it all works. A maintenance plan is not a leash.
What does your business need right now?
Tell us the challenge. We come back with a plan.