Managed support
Managed Support & Continuous Improvement
Keep important software reliable, secure and improving after launch with ongoing technical ownership and clear monthly priorities.
Plan support around your system
Onboarding establishes access, risks and the maintenance backlog. The agreement sets response times, coverage, out-of-hours arrangements and included improvement capacity. A regular report records completed work, incidents and next priorities.
- What to bring
- Bring the system inventory, existing support arrangements, known issues and business-critical hours.
- What we agree first
- An onboarding assessment and proposed coverage, reporting and improvement plan.
Illustrative example · fictional data
Monthly service review · illustrative entries
- Maintenance
- Dependency updates tested in staging
- Schedule approved release
- Incident
- Delayed sync recovered; affected records checked
- Review alert threshold
- Improvements
- New report filter delivered for review
- Approve next priority
- Capacity
- Example: 6 of 8 agreed improvement hours used
- Confirm remaining 2 hours; no implied standard allowance
| Area | Work and evidence | Next action |
|---|---|---|
| Maintenance | Dependency updates tested in staging | Schedule approved release |
| Incident | Delayed sync recovered; affected records checked | Review alert threshold |
| Improvements | New report filter delivered for review | Approve next priority |
| Capacity | Example: 6 of 8 agreed improvement hours used | Confirm remaining 2 hours; no implied standard allowance |
Where this fits
- A system has just launched and now needs an accountable technical owner.
- Small requests and fixes pile up with no clear process for handling them.
- There is no visibility into uptime, errors or security updates after launch.
- Improvements happen reactively instead of following a planned monthly rhythm.
Benefits to work towards
- Clear responsibility for agreed maintenance tasks
- Monitoring and a defined route for reporting problems
- A planned monthly review of improvements and risks
Establish the baseline first
Onboarding reviews access, documentation, monitoring, backups, dependencies and known issues. That assessment identifies urgent risks and gives the support agreement a realistic starting point.
Separate maintenance, incidents and improvements
Routine maintenance covers the agreed checks and updates. Incident work investigates service disruption and restores operation within the agreed scope. Planned improvements use an explicitly agreed allowance or separate estimate. The monthly report records completed work, outstanding risks and proposed priorities.
Agree the coverage you need
Response times and coverage are agreed for your system. Define support hours, how incidents are reported, escalation contacts, out-of-hours arrangements and the capacity included for improvements. Do not assume 24/7 coverage or unlimited development.
Ownership, account access and documentation support continuity. Support remains optional; handover requirements and any change of maintainer should be covered by the agreement.
Maintenance and support scope
Maintain and recover
- Application and infrastructure monitoring
- Security and dependency updates
- Incident investigation and response
- Backup verification
Improve and plan
- Performance optimisation
- Small enhancements and planned improvements
- Technical planning
Report and respond
- Monthly reporting
- Priority support
Typical use cases
A launched product needs an accountable technical owner.
A business wants monthly improvements instead of a growing backlog.
A business needs monitoring, incident reporting and a defined response process.
Technical confidence
Software and infrastructure support, with response times, coverage, escalation arrangements and included improvement capacity agreed for your system.
See our full technical capabilities →