Managed Support
We run and maintain the platform against an agreed SLA: monitoring, updates, security patching, and a person who answers when checkout breaks at 9pm on a Saturday.
A platform is not finished when it launches.
Dependencies get security patches, gateways change their APIs, traffic spikes on sale days, and something eventually breaks at the worst possible hour. The businesses that stay up are the ones where somebody is watching and somebody answers, which is a service rather than a hope.
What managed support covers
Monitoring that wakes someone
Uptime, error rates, checkout success and payment failures watched continuously, with alerts that reach a person rather than an unattended inbox.
Security patching
Dependencies and infrastructure kept current, with urgent vulnerabilities handled on a defined clock rather than when somebody notices.
Performance kept honest
Page speed and checkout timing measured over time, because platforms get slower gradually and nobody notices until conversions drop.
An SLA with real numbers
Response and resolution times by severity, written down. Checkout down is not the same as a typo, and the agreement should say so.
A named engineer
Somebody who knows your platform, not a ticket queue where you re-explain your architecture every time.
Backups you have tested
Backed up on a schedule, and restored into a test environment periodically, because an untested backup is a belief rather than a backup.
How support works
Discover, Design, Build, Deploy, Optimize.
Forward Deployed Engineering: senior engineers inside your team, on the same five stages every time.
Discover
We map how your business actually sells, what your data looks like, and what it would take to get this working. You get a costed plan, not a proposal full of maybes.
Design
Architecture, integrations and the checks we will be judged by. Agreed before anybody writes code, so nobody argues about done later.
Build
Senior engineers writing code inside your environment, in two-week sprints. You watch it get built rather than waiting for a handover.
Deploy
Live and monitored, on your own servers or private cloud where your data governance needs it. This is the stage most projects never reach.
Optimize
Measured against the checks from stage two, tuned for cost, and watched. We stay until it runs without us.
Questions buyers ask us first
Yes, after an audit. We need to understand what we are taking on before agreeing to an SLA, and the audit sometimes finds things you will want fixed before we start.
Anything stopping customers ordering or paying: checkout down, payment failing, the site unreachable. Those get a defined response clock. A cosmetic issue does not, and the agreement says which is which.
It can be either. Some clients have no engineers and we are the whole function. Others have a team and we cover out of hours, infrastructure and the specialist work. Both are normal.
Planned in advance. We load test against your expected peak, scale ahead of it, and watch it live on the day rather than reacting afterwards.
What happens today when checkout breaks?
If the honest answer involves messaging a freelancer and hoping, that is worth a conversation. A senior consultant will map what a real support arrangement would look like for your platform.