SLA-BACKED SUPPORT
Enterprise Software Support & Maintenance
If something breaks, we fix it. We protect your digital investment with proactive security patching, AWS infrastructure management, and dedicated L2/L3 engineering support.
Perth-Based Engineers • Guaranteed Response Times
Trusted by industry leaders
Don’t Let Your Software Become Legacy
Software is never truly “finished.” Operating systems update, security threats evolve, and APIs change. Here is how our managed support protects your business continuity.
No Hourly Surprises
We consolidate infrastructure management, quality assurance, and production defect coverage into a single, predictable monthly investment.
Proactive, Not Reactive
We don't wait for your system to crash. We run continuous AWS CloudWatch and GuardDuty monitoring to detect threats and resource bottlenecks before they impact users.
Dedicated Knowledge Transfer
We don't rely on a single individual. We create and maintain comprehensive technical documentation so your system is always supported by a fully briefed engineering team.
Comprehensive Application Management
From minor vendor package updates to root-cause code fixes, we provide end-to-end stability.
AWS Infrastructure Management
Continuous monitoring of CPU levels, free disk space on RDS servers, and secure backup rotations in strict accordance with AWS best practices.
Security & Compliance
We enforce IAM policies based on least-permission principles, utilise encryption at rest, and implement rigorous Security Group Firewalls to protect your data.
L2 & L3 Engineering Support
Direct access to specialised software engineers to triage, diagnose, and push code-level fixes to the relevant servers to restore functionality rapidly.
Proactive Maintenance
Routine, scheduled application updates including minor OS patching, framework updates, and containerisation updates to keep your codebase healthy.
Deployment Pipelines (CI/CD)
We monitor and maintain your streamlined automated deployment pipelines, ensuring new features are pushed to production safely and efficiently.
Quality Assurance & UAT
Formalised quality assurance and regression testing on every production change, ensuring core user paths remain stable during updates.
Strict Service Level Agreements (SLAs)
We guarantee rapid response times for production incidents, ensuring your critical business functions are always prioritised.
SEV 1
Critical Emergency
Target: ≥ 90%
Complete loss of a critical business function without workarounds. Affects mission-critical data or security.
SEV 2
High Priority
Target: ≥ 90%
Significant degradation of critical business functions where the application becomes unusable, though temporary workarounds may exist.
SEV 3
Medium Priority
Target: ≥ 90%
Degradation of non-critical functions. Major functions still operate but with compromised convenience.
SEV 4
Low Priority
Target: ≥ 90%
Tolerable or deferrable problems that do not significantly degrade system functionality.
Support & Maintenance FAQs
What is the difference between Level 1, 2, and 3 Support?
Level 1 (L1) is the first line of defence, typically handled by your internal team. They manage high-volume, routine end-user requests (like password resets or basic account setup) using a knowledge base and FAQs. Level 2 (L2) is where our team steps in. We handle advanced technical troubleshooting, IT infrastructure management, service configurations, and server health checks. Level 3 (L3) is strictly reserved for our expert software engineers. They handle complex code-level debugging, database repairs, API integrations, and root-cause analysis to resolve deep architectural issues.
Are bug fixes included in the software maintenance retainer?
Yes. All verified defects and bug fixes in the production environment are covered under our software maintenance agreements. If something breaks, we fix it without unexpected hourly charges.
Do you cover major version upgrades (e.g., upgrading to a new framework)?
Routine minor updates, security patches, and package updates are included in standard maintenance. Major version upgrades that significantly alter APIs or system architecture require dedicated development budgeting and are scoped separately via a fixed-fee Change Order.
Can you take over support for software built by another agency?
Yes. We frequently rescue and take over legacy applications. We begin with a dedicated knowledge transfer and code audit to ensure our team has a thorough technical and operational understanding of your software platform before assuming SLA responsibilities.
Need to upgrade your legacy application before entering a maintenance plan? We can modernise your architecture. Explore our Custom Software Development services.
Contact Us
Ready to Protect Your Investment?Book a free strategy call to discover how enterprise-grade support can safeguard your business continuity.