Support & Ongoing Relationship - We’re proud to ship great software and stay with you after launch.
Ongoing support keeps your product secure, stable, and moving forward. We plan it thoughtfully so issues are handled fast and improvements never stall.
How it works - Support with a Contract (Recommended)
A dedicated support contract keeps your product reliable and gives you predictable access to our team. It’s ideal for teams who rely on their software to serve customers or revenue.
We offer tiered support packages to match different business needs. We’ll suggest a tier based on usage, complexity, and the level of responsiveness you need.
| Monthly hours | Essentials | Core | Growth | Partner |
|---|---|---|---|---|
| Monthly hours | 5 hrs | 10 hrs | 20 hrs | Custom |
| Email support | 2 business days | 1 business day | Same day | Priority |
| Phone support | No | No | Limited | Dedicated |
| Instant messaging | No | No | Limited | Dedicated |
| Meetings | Monthly | Biweekly | Weekly | Custom |
| SLA option | No | Optional | Optional | Custom |
| Emergency response | No | No | Limited | Yes |
| Hourly rate | Standard | Standard | Preferential | Custom |
Hours cover small fixes, monitoring, and ongoing improvements. Larger projects are scoped separately.
Ad-hoc - Working Without a Support Contract
We can help on an ad-hoc basis, but response times and availability are not guaranteed.
What you can expect
- Best-effort response based on availability.
- All time billed at our ad-hoc rate (2-hour minimum).
- We will help where possible, but timelines are not guaranteed.
- Contracted clients are prioritised.
What’s not included
- Emergency response or guaranteed response times.
- Phone or instant messaging access.
- Regular meetings or proactive check-ins.
- System monitoring or patching.
Planning - How much support time do you need?
Support hours vary by product size, platform complexity, and how quickly you iterate. We’ll help you estimate a baseline and adjust as your needs change.
Factors that affect support needs
| Factor | Impact on support needs |
|---|---|
| Multiple platforms (web + mobile) | Each platform adds maintenance, updates, and testing. |
| Fast-moving startups | Frequent changes demand quicker response and more hours. |
| Mature, long-term products | Larger codebases require steady upkeep and monitoring. |
| Well-maintained systems | Fewer incidents and a lower baseline of support hours. |
| Business-to-consumer (B2C) | Higher user volume means more support and faster fixes. |
| Low user numbers | Fewer issues typically translate to fewer hours. |
| New feature development | Adds QA, coordination, and post-release monitoring. |
| External integrations | Dependencies increase the need for proactive monitoring. |
| Internal stakeholder involvement | More inputs can increase coordination and iteration time. |
Examples
Startup MVP with web + mobile
Medium project size, fast pace, and multiple platforms. A Growth plan keeps iteration moving while handling fixes quickly.
Internal tool for a small team
Stable scope with occasional updates. Essentials or Core is usually enough for steady improvements.
High-traffic customer platform
Critical uptime and fast response. Partner tier with SLA and emergency coverage recommended.
For scale - Strategic Partnership Retainer
For complex products and long-term roadmaps, we offer a strategic partnership retainer. This combines ongoing delivery, proactive improvements, and CTO-level input to keep your product moving forward with confidence.
This option suits organisations where technology is core to the business. It includes a dedicated team, deeper collaboration, and long-term planning alongside day-to-day support.
Let's build something together
- Cambridge
Broadway House, Hardwick,
Cambridge, CB23 7QJ