Infrastructure & Ongoing Support
A product doesn't stop needing engineering attention after launch. Systems drift. Dependencies age. Incidents happen. Business requirements change. The question is whether you have a team that knows the codebase ready to respond — or whether every issue requires starting from scratch.
What Ongoing Support Covers
Incident Response
Defined response SLAs for production incidents — P1 (critical), P2 (major), P3 (minor) — with acknowledgement times, escalation paths, and post-mortem processes.
Security Patch Management
Dependency vulnerabilities, OS patches, container image updates, and third-party library upgrades — tracked, tested, and applied on a schedule that minimises risk.
Performance Monitoring & Tuning
Continuous monitoring of application performance, infrastructure costs, and database query health. We identify degradations before users report them.
Infrastructure Operations
Day-to-day cloud operations: scaling events, deployment management, certificate renewals, database maintenance windows, backup verification, capacity planning.
Planned Development & Feature Work
Retainers can include a defined allocation of development capacity each month — for new features, integrations, technical debt repayment, or tooling improvements.
Quarterly Technical Reviews
Infrastructure cost analysis, dependency audit, performance benchmarks, security posture assessment, and architectural review — with a written, prioritised report.
How Support Retainers Work
Retainers are structured monthly engagements. You know what you're getting, and we know what we're responsible for.
Monitoring & Incident Response
We monitor your infrastructure and application continuously. Alerts are configured, tested, and maintained. On-call coverage is defined.
Defined Allocation
Monthly retainers include a defined number of engineering hours for proactive work. Hours roll over within a quarter if not used.
Priority Access
Retainer clients receive priority scheduling for unplanned work. You're not waiting weeks for availability.
Monthly Reporting
A written monthly summary: incidents responded to, work completed, upcoming maintenance events, and open recommendations.
Who This Is For
Companies without a dedicated DevOps or infrastructure team
Security patches are delayed, incidents are handled reactively. We provide the infrastructure operations function without the cost of a full-time hire.
Teams that have shipped a product and need to maintain it
The immediate engineering pressure has eased, but the product still needs monitoring, updates, and incremental improvements.
Companies that built with an agency and lost the context
The agency is no longer engaged, the internal team doesn't fully understand the codebase. We take over systematically.
Regulated industries requiring documented processes
Fintech, healthtech, and legal-adjacent products often require evidence of structured operations. We generate this as a natural output of our work.
Codebase Takeover Process
When we take over an existing codebase — one we didn't build — we follow a structured onboarding process before we commit to any SLAs.
Week 1–2: Assessment
Code review, infrastructure audit, dependency inventory, documentation review, interview with the outgoing team. We produce a written assessment of risks and what's needed before we can operate reliably.
Week 3–4: Stabilisation
We address the critical risks identified in the assessment — missing monitoring, outdated dependencies, undocumented secrets, configuration issues.
Month 2+: Ongoing Operations
Regular retainer operations begin. SLAs are active. Monthly reviews are scheduled. Planned work is scoped and delivered sprint by sprint.
Talk to Us About Support
We're most useful to teams that have something running and need it to keep running reliably. Tell us about your system.
Frequently Asked Questions
What are your typical SLA response times?
P1 (production down, data at risk): 1-hour acknowledgement. P2 (major feature broken): 4-hour acknowledgement. P3 (minor issue): next business day. Exact SLAs are agreed as part of the retainer contract.
Do you provide 24/7 coverage?
Out-of-hours on-call coverage is available for P1 incidents on our higher-tier retainers. For most B2B software products, standard business-hours-plus coverage is sufficient.
Can you support a technology stack you didn't build?
Yes. Our onboarding process is designed specifically for this scenario. We're honest if a codebase is in a condition we cannot responsibly operate — and we'll tell you what it would take to change that.
Is there a minimum retainer size?
Minimum retainers start at 20 hours per month. Most clients at a production-grade product scale need 40–80 hours per month to cover operations and ongoing development properly.