Support desk, staffed in UK hours.
Ongoing maintenance and support for software we built and, after review, software we did not. Desk hours: Monday to Friday, 09:00–18:00 Europe/London.
Coverage
What a support agreement covers
Every agreement is written to suit the system, but typically includes: security patches and dependency updates; compatibility testing when new operating system and browser versions appear; uptime and error monitoring; scheduled backups with periodic restore tests; a monthly allowance of hours for small changes; and help for your staff with related IT — domains, business email, devices and accounts.
Response targets are agreed in writing per agreement. We do not publish a one-size-fits-all number because it would not be honest.
Priority
How faults are prioritised
Service unavailable, data at risk, or nobody can log in or pay. Telephone the desk during hours and also submit the fault form for a written record. P1 work takes precedence over everything else on the desk.
A feature is broken but a workaround exists, or a subset of users is affected. Submit the fault form with steps to reproduce. We acknowledge during desk hours and agree a fix window.
Changes, questions and improvements. Logged and scheduled into your monthly hours by agreement.
Triage
Fault triage
Answer three questions. The triage tool suggests a priority and fills in the issue field below — nothing is sent until you press submit.
Fault form