Support and AMC

Most systems need looking after long after they go live. Ongoing support is how we stay accountable for what we build — and how you get a standing technical partner instead of scrambling for help when something breaks.

Ways to get ongoing support

• Annual Maintenance Contract (AMC) — a yearly agreement covering maintenance, support, and an agreed scope of work for your systems or hardware.
• Managed IT services — we run an area of your IT for you: monitoring, preventive maintenance, remote and on-site support, and a help desk.
• Per-incident / time-and-materials — for occasional needs, without a standing contract.

We'll recommend whichever matches how much you need — there's no pressure to buy a retainer for a one-off fix.

What support typically covers

The exact scope is defined in your agreement, but commonly includes:

• Monitoring of the systems we manage, with defined alerting.
• Preventive maintenance — patching, updates, and health checks before things break.
• Issue response within the committed times — see Service levels and response times.
• Remote and on-site support, depending on the issue and your plan.
• Periodic reviews so support stays aligned with how your needs change.

What's usually outside standard support

So expectations are clear, these are typically handled as separate, scoped work (not "support tickets"):

• New projects or major changes (a new site, a new application, a big upgrade).
• Hardware and licence purchases (the cost of the equipment itself).
• Work caused by changes made by others without our involvement.

None of this is a hard wall — it just gets quoted as its own piece so you can see what you're paying for.

Coverage windows

Whether support is business-hours or extended/24×7 is part of your plan. Critical monitoring alerts are triaged on the commitment in your agreement rather than a best-effort queue.

Renewals and exit

AMCs renew annually, and you'll hear from us before renewal — not via a silent auto-charge surprise. If you ever move on, your systems, data, and documentation are yours; see Handover and documentation.

The relationship doesn't end at go-live. We monitor, support, and improve what we build for as long as we're trusted to.

Want ongoing support for something we built or something you already run? Get in touch.