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Maintenance and support

Ongoing fixes, updates and small improvements for software already in use, with a clear way to ask for help.

Software that is not maintained slowly breaks: libraries go out of support, browsers change, a payment API retires an old version. We keep your application current with planned patching and upgrades, fix bugs reported through one ticket queue, and make the small changes your users ask for. Response times and priorities are agreed in writing before we start.

What you get

  • A ticket queue for bug reports and change requests, with agreed priorities
  • Monthly dependency and security patching, with release notes
  • Planned upgrades for frameworks, runtimes and databases before support ends
  • Bug fixes shipped with a test that proves the fix and prevents a repeat
  • A monthly report of tickets, changes shipped and upcoming risks
  • A support agreement setting out response times, hours and escalation

How it works

  1. 01

    Onboard

    We review the code, hosting, access and known issues, and set up our own build so we can ship a fix early.

  2. 02

    Agree

    Together we define priority levels, response times, support hours and who can raise and approve requests.

  3. 03

    Maintain

    Tickets are handled by priority while patches and upgrades follow a planned calendar shared with you.

  4. 04

    Review

    Each month we report what changed and flag ageing components, costs and risks before they become problems.

Scope it now.

Answer a few questions and we prepare the email for you. Nothing is sent until you press send in your own email app.

Prefer to write freely? hello@clockborn.com

What needs supporting?
Who built it?
Which support hours do you need?
Do you have the source code?

Questions

Can you support software someone else wrote?

Yes. We start with an onboarding review of the code, hosting and documentation. It tells us how the system is built, and it tells you about any risks we find before ongoing support begins.

What counts as maintenance versus new work?

Maintenance keeps existing features working and secure: bugs, patches, upgrades and small tweaks. New screens, integrations or modules are scoped and estimated separately, so the support budget is not quietly consumed by projects.

How fast will you respond?

Response times are set per priority in the support agreement, faster for a system that is down than for a cosmetic issue. We agree support hours and a time zone that suit you, wherever in the world your team is.

Related services

Managed hostingYour applications hosted and looked after in cloud accounts you own, with patching, backups and costs handled.Monitoring and SREMonitoring, alerts and reliability practices that tell you about problems before your users do.Code reviewAn independent review of your codebase, with clear findings ranked by risk and a recommended fix for each.Technical documentationClear, accurate documentation for developers, operators and users, written from the real running system.

Software it applies to

Web applicationsBrowser-based software built around a specific job, from internal operations tools to customer-facing platforms.Mobile appsApps for iPhone and Android phones that customers or staff use every day, built native or cross-platform.SaaS productsSubscription software products built multi-tenant from day one, with billing, onboarding and admin tools included.

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