24/7 Software Support & SLA Coverage

How we keep you covered

Our support team is in place and takes on new systems today. There are three ways to engage: support for software we built, support for software others built, and SLA coverage delivered on behalf of IT partners who need a 24/7 team behind their own contracts. Every engagement runs from the EU under ISO 27001 and ISO 9001.

• 24/7 Incident Response

  One contact route, staffed around the clock. Incidents are acknowledged, triaged by severity and worked by engineers who can read the code, not just the runbook, until the service is restored and the cause is written up. Response and resolution targets are set per severity in your SLA.

• Support for the Software We Built

  Every system we deliver can go straight into 24/7 support. The engineers who built it know the architecture, the integrations and the release history, so there is no handover gap and no re-learning phase. Support and further development come from the same team, and many of these relationships run for years.

• Support for Third-Party and Legacy Software

  We take over support for software you did not get from us: systems built by a previous vendor, by an in-house team that has moved on, or by a maker who no longer maintains them. A structured takeover documents the codebase, environments, access and runbooks before we go on call, so the first incident is not the first time we see the system.

• SLA Coverage for IT Partners

  You have signed an SLA with your customers, but running a 24/7 team is not your business. We provide that team: second- and third-level support, on-call coverage at night and on weekends, or full 24/7 operation, under your contract and under your brand if you prefer. Your customer keeps one point of contact and you keep the relationship.

• Monitoring, Alerting & Prevention

  Support starts before the phone rings. We set up monitoring and alerting for the systems in scope, or plug into yours, so a failing job, a full disk or an error spike is seen before your users notice it. Recurring causes get fixed instead of the same ticket being closed every month.

• Clear SLAs, Clear Reporting

  Coverage windows, severity levels, response and resolution targets, escalation paths and exit terms are written down before we start. You get incident reports with the root cause and follow-up actions, and a regular review of what broke, what we changed and what the numbers say. You keep full access to and ownership of your systems at all times.