Ongoing care

Launch is not the end of a software product’s lifecycle. Ongoing care keeps a production service monitored, dependencies managed, and small maintenance needs visible without turning every task into a new project.

The service is not 24/7 on-call support or an unlimited development agreement. It is a predictable monthly service for a system we know, with agreed tasks and response times measured in working days.

Who is it for?

Ongoing care is available only for systems we have built or helped build, for example through a Product Sprint or a full-stack engagement. The agreement can be prepared during delivery and begin after the production launch.

We do not take over maintenance of systems built by other suppliers or inherited legacy systems. We accept maintenance responsibility only for code and production practices we know well enough. This allows us to assess the impact of changes, handle alerts safely, and remain accountable for our work.

If you need an independent view of a legacy system or software built by another supplier, see our Software Technical Health Check. The health check is a separate assessment service, not a path or promise of eligibility for an ongoing care agreement.

The service is available only to businesses and organisations.

Two service levels

Basic Monitoring — €390 + VAT / month

• error and availability monitoring with agreed alerts
• monthly review of security and dependency updates, including installation of compatible updates
• verification that configured backups have completed successfully
• a monthly report covering findings, completed updates, and open recommendations
• response within two working days

Basic Monitoring suits a stable service that does not need regular content or feature changes. If an update requires a broad version upgrade, architecture change, or other separately scoped work, we assess it before implementation.

Care+ — €990 + VAT / month

Care+ includes everything in Basic Monitoring, plus:

• up to four hours of small changes or fixes per month
• response by the next working day
• an annual technical review covering the system’s condition, dependencies, operability, and most important next actions

The four-hour monthly allowance does not roll over to later months. A small change can be a text or configuration update, a focused interface fix, or a single production defect when the work can be completed safely within the agreed allowance.

What does response time mean?

Within the response time, we acknowledge the request or alert, make an initial assessment, and explain the next action. It does not promise that every defect or change will be completed within the same period. The completion schedule depends on the impact, required testing, and whether the work fits the agreement’s scope.

The procedure and contacts for critical incidents are agreed for the specific system before the agreement starts. Evening, night, and weekend on-call support is not included.

Scope and terms

• the minimum agreement term is three months
• after the minimum term, the notice period is one month
• the agreement covers only the named system and environments we have built or helped build
• systems built by other suppliers and inherited legacy systems are not accepted for ongoing care; a Technical Health Check does not change this boundary
• the Care+ four-hour monthly allowance does not accumulate or roll over
• work beyond the allowance or maintenance scope is defined as a separate Development Day or sprint before implementation
• third-party licences, cloud services, and usage-based charges are not included in the monthly price
• the service is available only to businesses and organisations

The exact monitoring, environments, alert thresholds, contacts, and service level are recorded in the offer. We do not carry out out-of-scope work or create new recurring costs without your approval.