Post-sale Support — SLA, maintenance & 24/7 care
We keep your product healthy and improving after launch: free maintenance, proactive monitoring, guaranteed SLAs and a qualified support team available 24/7.
Core support & maintenance
Security & patching
Regular dependency updates, security patches, SSL renewals, and vulnerability monitoring to protect your users and data.
Bug fixes & stability
Prioritized bug resolution and regression verification. Small fixes handled under free maintenance; larger changes scoped quickly.
Backups & disaster recovery
Automated daily backups, point-in-time restores and tested recovery plans so downtime is minimized when incidents occur.
Performance tuning
Monitoring-led optimization — caching, DB tuning, and CDN rules to keep pages fast under load.
Feature & improvements
Iterative product improvements, small enhancements and prioritized roadmap work that keeps your product competitive.
Admin & ops
We manage deployments, environment config, and release pipelines to reduce human error and accelerate delivery.
SLA options & response times
| Priority | What it means | Response time (target) |
|---|---|---|
| Critical | Service-down, major outage affecting users | 1 hour |
| High | Major feature broken or degraded experience | 4 hours |
| Medium | Non-critical bug or partial feature issue | 24 hours |
| Low | Enhancement request, cosmetic change | 3-5 business days |
SLA tiers can be tailored per client — faster response and dedicated engineers are available on higher-tier plans.
Free maintenance — what's included
- Bug fixes: Small bug fixes and regressions included free during the maintenance period.
- Security updates: Critical security patches and dependency updates applied proactively.
- Minor content updates: Text and image swaps, minor copy edits and small UI tweaks.
- Monitoring & alerts: Uptime and error monitoring with automated alerting and first-response triage.
Our 24/7 support & qualified team
Our support is handled by engineers trained in operations, security and product. We combine on-call rotation, automated tooling and a runbook-driven approach for consistent incident handling.
Monitoring, alerts & logs
We operate 24/7 monitoring stacks with alert rules, log aggregation and synthetic checks so issues are detected before users complain.
Frequently asked
Is the free maintenance period included with every project?
Yes — we include a free maintenance window which is specified in the project contract. The exact duration depends on the agreement for each project.
How do we contact support after hours?
We offer multiple channels: secure ticketing system, email and prioritized phone/escalation channels for SLA customers. On-call engineers are reachable for critical incidents.
Can we customize SLA terms?
Absolutely — response times, dedicated engineers, and coverage windows can be tailored to your business needs and priced accordingly.