Illustration: a platform monitor showing 99.98% uptime over 30 days, healthy API, crash-free, dependency and backup checks, and recent support activity.
your-platform.com
Watched by your named engineer
ALL SYSTEMS NORMAL
UPTIME · LAST 30 DAYS99.98%
API response182 ms
Crash-free users99.7%
DependenciesUp to date
SSL & backupsVerified
NDependency update shippedSecurity patch · 3 packages2h ago
Products delivered
250+
Client retention
88%
Reply in business hours
30 min
Supporting since
2020
Before anything else
You're handing over production access. Here's who to.
Four things that are true on day one, not promised for later.
✓ DAY ONE
A US-registered LLC
You contract with a United States entity, under US law. One agreement, one invoice, one company that is accountable for the work.
✓ DAY ONE
NDA before the first file
A mutual NDA is signed before you send us a repository link, a credential or a screenshot. Ask and it is with you the same day.
✓ DAY ONE
Documented, not improvised
Every engagement opens with a written scope, an access matrix and a runbook — so support survives a holiday, a handover or a hard week.
✓ DAY ONE
Your information stays yours
Least-privilege access, credentials kept in a vault, and nothing about your product discussed, published or reused anywhere.
Four steps from first email to a support engineer who already knows your system — and a real exit at step two.
012–4 days
We review your codebase
You give us read access and we go through it properly — architecture, dependencies, test coverage, the shortcuts that will eventually bite. Not a sales call with a checklist.
YOU RECEIVEA written health report on your codebase
02Same week
You get an honest answer
We tell you whether we can support it, what we would fix in the first month, and what we would not touch yet. If it is not a fit, we say so — a support contract nobody can honour helps neither of us.
↳ You can stop here. Nothing is signed and nothing is owed.
YOU RECEIVEA go / no-go, in writing, with reasoning
03About a week
We onboard properly
NDA and support agreement signed, access provisioned at least privilege, environments reproduced on our side, runbook and escalation path written down.
YOU RECEIVERunbook · Access matrix · Escalation path
04Ongoing
Support runs, month after month
Your hours begin. A named engineer who already knows the code, weekly async updates, and a monthly report of everything shipped, fixed and watched.
YOU RECEIVEMonthly report · Named engineer · Agreed response times
Support options
Three shapes. You pick the hours, we'll price them.
Rates are agreed per platform rather than published — what support costs depends on your stack, the seniority it needs and the response times you want. Set the numbers here and we'll put one in writing.
DEDICATED HOURS
Resource Augmentation
A dedicated engineer, for a set number of hours every day.
Not a shared pool and not a rotating helpdesk. The same engineer, reserved for your product on a fixed daily schedule, working in your board and your standup.
Hours per day
Engineers
You are reserving 0.5 full-time engineers
PER WEEK
20 hrs
PER MONTH
88 hrs
Based on 22 working days. Your rate depends on stack, seniority and the response times you need — send the numbers and we will put one in writing.
A named engineer who stays on your product
Pick the hours per day — 2, 4, 6 or full time
Works in your process, your board, your repo
Scale the hours up or down between months
Any stack: mobile, web, backend, AI or infra
Best for: A live product with a roadmap and nobody senior to run it.
A capped block of engineering time, every month, on any stack.
You pick the cap; we keep the platform healthy inside it. Built in Flutter, React Native, Next.js, Laravel, Django or something we have never met — we review it first precisely so we can commit to it.
A TYPICAL MONTH INSIDE THE CAP20 HRS · ILLUSTRATIVE
Fixes & patches 8
Updates 5
Monitoring 4
Headroom 3
Need a different cap? Say the number. These two are simply where most platforms land.
Agreed response times, in the contract
Bug fixes, patches and regression cover
Dependency, security and OS-version updates
Uptime, crash and performance monitoring
A monthly report of every hour used
Best for: A platform in production that has to keep working, predictably.
Have something else in mind? Describe it and we will price it.
Weekend-only cover. A two-week emergency stabilisation. An engineer for the three months around a funding round. A retainer that flexes with your seasonal load. None of these are unusual, and none of them fit a card.
Describe it in a sentence.
We have quoted all three.
On-call or out-of-hours arrangements
Short-term rescue and stabilisation work
Seasonal capacity that flexes with your traffic
Blended teams alongside your own engineers
Whatever shape the last four lines missed
Best for: Anyone whose situation the two cards to the left do not describe.
Support hours keep your platform healthy; they are not a channel for building the next version of it. New features, redesigns, new integrations and additional platforms are quoted separately — hourly or as a fixed budget — and never started before you approve the figure. What is covered, what is billed separately, and how caps and unused hours work is set out in full in the retainer terms.
We would rather be your engineering department than your next vendor.
Most of our support clients have been with us for years. That is not loyalty — it is what happens when the same engineer keeps the context instead of handing it to whoever is free.
01
The same people, month after month
Your engineer learns your product once. Nobody re-reads the codebase every quarter at your expense.
02
Answers in 30 minutes
During business hours, from a person who knows your system — not a ticket number and an SLA clock.
03
You keep everything
Your repo, your infrastructure, your accounts. We work inside your ownership, never around it.
04
Ready when V2 is
When the roadmap comes back, the team that knows the code best is already on it and already onboarded.
Support FAQs
The questions people ask before handing over a repository
The first one is always whether we'll support something we didn't build. We will.
Yes — most of the platforms we support were built by someone else. That is exactly why the engagement starts with a codebase review rather than a contract: we read what is actually there, then tell you honestly whether we can commit to keeping it running. If we cannot, we say so before you have paid us anything.
The cap is a ceiling, not a commitment to burn it. A quiet month is a good month, and the monthly report shows exactly where the hours went. If several months run consistently under, we will suggest moving you to a smaller cap rather than waiting for you to notice.
We tell you before you hit it, not after. You can approve extra hours for that month, move up a tier, or let the remaining work roll into the next one — your call, agreed in writing, never billed as a surprise.
You can always ask. It will be quoted separately — hourly or as a fixed budget, whichever you prefer — because support hours are reserved for keeping the platform healthy. Mixing the two is how maintenance quietly stops happening and a bug list starts growing.
A mutual NDA before anything is shared, access granted at least privilege and revoked at the end, credentials kept in a vault rather than a chat thread, and a written access matrix showing exactly who can reach what. We are a US-registered LLC, so those commitments sit under a real contract.
Yes, with notice — the term is in the agreement and it is short. What you get on the way out is the runbook, the documentation and every credential back under your control, because those were written into the engagement from week one rather than assembled in a hurry at the end.
We will read the codebase and come back with an honest answer on whether we can support it — and what we would fix first. NDA before you share anything.
01
An NDA, then read access
Signed before you send a repository link. Access at least privilege, to what we need and nothing more.
02
Two to four days in the code
Architecture, dependencies, test coverage and the parts that will eventually break. Not a sales call with a checklist.
03
A written answer, either way
Whether we can support it, what we would fix first, and what a sensible cap looks like for your platform. If it is a no, you get the reasoning and owe us nothing.
US-registered LLCOne entity, one contract, under US law.
NDA firstSigned before you send a repo link.
Least-privilege accessGranted on start, revoked on exit.
Reply in 30 minutesIn business hours, by a person.
