Support after launch
A launched product needs updates, monitoring and someone responsible for incidents. We include monitoring and deployment automation in the build, and agree the scope and duration of support with you before launch.
Plan maintenance and the next steps before the product goes live.
What this means for your project
- Included in the build
- Monitoring · Automated deployment
- Support
- Defined scope and duration
- After support
- Your code, accounts and access remain yours
What is ready at launch
Error tracking, uptime monitoring and an automated deployment process are part of the build. They help identify problems and make releases repeatable. These are included in the project scope.
What maintenance covers
Maintenance covers fixes to what we built, dependency and security updates, changes to operating systems and external APIs, certificate renewals and responses to monitoring alerts. The support agreement sets out the responsibilities and duration.
When the support period ends
Support has a defined scope, price and end date. We do not disable your software when support ends: you keep the code, accounts and documentation. You then take responsibility for updates and incidents, including any third-party services needed to run the product. New features are scoped separately.
App store updates and reviews
If we submitted your app, we handle resubmissions during the support period. This includes responding to review feedback and adapting to changes in platform and SDK requirements.
Planning the next version
Usage data, support requests and feedback help decide what to improve next. We use that evidence to scope a further phase around the needs that emerge after launch.
What to know before we start
How is support priced?
Support is quoted against a defined scope and period in the project agreement or a follow-on agreement. It depends on the product and the systems it uses.
What counts as maintenance?
Fixes, dependency and security updates, platform changes and responses to monitoring alerts. New features, integrations and redesigns are quoted as separate work.
What happens when I stop support?
We do not disable the software or withdraw your access. You become responsible for updates, incidents and running costs. You can return for a specific fix without a standing support agreement.
Who receives monitoring alerts?
During the support period, we receive the alerts needed to maintain the product. When support ends, monitoring remains in your account and alerts go to you.
Who handles app store reviews and operating system changes?
We handle them during the agreed support period if we submitted the app. The support scope includes the relevant platform updates and resubmissions.
How quickly do you respond to incidents?
We respond the same working day when a live system is down, and within one working day for routine issues. Response expectations are written into the support scope.
Have a question about working together?
Ask us before you decide. The engineer who would work on your project answers briefs and questions within one working day.