01

Why your product needs ongoing technical support

A launched product is never finished. Browsers update, mobile OSes ship new versions, third-party APIs change their contracts, security vulnerabilities surface, and traffic patterns shift. Without dedicated support, these issues accumulate silently until they cause real disruption for users.

We provide full-cycle support for web and mobile products: frontend, backend, databases, and infrastructure. One team that knows your codebase, responds fast, and keeps your product stable and evolving.

02

When does a business need a dedicated support team?

A dedicated support retainer makes sense when:

  • You have a live product with real users and zero tolerance for downtime
  • Your in-house team is focused on new features and has no bandwidth for maintenance
  • You've inherited a codebase and need experienced developers to keep it healthy
  • You want guaranteed response times instead of waiting for a freelancer to be available
  • You need full-stack coverage — someone who can fix issues front to back without handoffs
  • Compliance or security requirements demand regular audits and dependency updates

If your product is live and generating value, it deserves professional care.

03

What's included

  • Bug fixes and hotfixes — frontend and backend, same team
  • Performance monitoring and bottleneck analysis
  • Dependency updates and security patches
  • Database query optimization and DBA-level maintenance
  • CI/CD pipeline management and deployment support
  • Browser and OS compatibility updates
  • New feature development within the retainer hours pool
  • Monthly status reports with work log and improvement recommendations
04

How it works

Predictable, structured, and transparent:

  • Onboarding — we study your codebase, infrastructure, and architecture. We document findings and define the support scope together. Typical onboarding: 3–5 business days.
  • Ticket intake — tasks arrive via your preferred tool: Linear, Jira, Notion, GitHub Issues, or email. We triage, estimate, and confirm priority before work begins.
  • Execution — we work from the monthly hours pool with severity-based queuing. Critical issues jump the queue regardless of remaining hours.
  • Reporting — monthly summary of completed tasks, hours used, system health observations, and recommendations for the next cycle.

First tasks can start during onboarding — no waiting for the next billing period.

05

SLA and response times

We classify issues by severity: Critical (system down or data loss risk) → 1-hour response; High (key feature broken, revenue impact) → 4-hour response; Medium (degraded experience, workaround available) → 1 business day; Low (minor issues, cosmetic, improvements) → planned in current sprint.

Response SLA is guaranteed during business hours (Mon–Fri, 9:00–18:00 GMT+4). Priority and Critical packages include on-call coverage with guaranteed response outside business hours.