Building the application can be a rollercoaster of releasing features and gathering feedback.
We understand that at some point, your app must switch into the production mode, where any downtime means loosing money and disappointed customers.
The Support & Maintenance service is a post-production release solution, designed to ensure a stable running of your application.
We don’t only react to the problems, but thanks to the monitoring and alerting tools, actively solve them, before your users notice them.
You report an issue over established communication tool
TH-EY will establish if the issue is within the SLA or the development contract
- In case it’s out of the SLA, will be handled within the ongoing development contract
If it’s within the SLA
- TH-EY will establish the issue category
- Based on the issue category, an appropriate action will be performed
|Basic: 700 GBP + VAT / month
|Advanced: 1500 GBP + VAT / month
|Availability / Business hours
|9 - 5 GMT / DST
|9 - 5 GMT / DST
|Issues category fixes included
|Reaction times in business hours
|Critical issues: 4h
Major issues: 6h
|Critical issues: 2h
Major issues: 3h
|Monthly critical vulnerabilities updates
|Weekly critical and high vulnerabilities updates
|Database backups frequency
|Once a day
Storage: 7 days
|3 times a day
Storage: 15 days
Packages cover our availability between 9 and 5 GMT (DST).
If you need support outside these hours, contact us directly for a custom offer based on your needs.
We have 4 issue categories, to which we qualify each report.
Covered by the selected SLA package:
- Critical – Application down or major malfunction causing business-critical operations to halt or fail. Example: A server crash, data breach, or any issue that stops users from performing key business functions.
- Major – Before the contract, we list the key features, which will be threatened as most important. It is a dedicated list for each application.
Depending on the package selected, Major issues are included in the SLA price, or tracked the same as the ongoing development.
All other issue reports or change requests will be covered by the ongoing development contract.
Reaction time is the amount of time from the moment of Incident Report submission to TH-EY response confirming the reception of this Incident Report.
By default, we only offer the reaction time within the business hours. If you need more, please contact us for a custom offer.
Usually, we react straight away, especially to the critical issues.
Often, we react even before the incident report, thanks to the alerting system implemented upfront.
Periodically, we perform the vulnerabilities testing on all the components of the applications.
All the vulnerabilities will be reported to you, for your information. Issues with lower priority, can be updated and fixed according to the ongoing development contract.
Within the SLA, we include fixing the most important vulnerabilities.
The severity of vulnerabilities classified under CVE is assessed using the Common Vulnerability Scoring System (CVSS). CVSS assigns a severity score to each vulnerability on a scale from 0 to 10, with higher scores indicating greater severity. The current version of CVSS, v3.1, classifies vulnerabilities into different levels based on their score:
- None: 0
- Low: 0.1 – 3.9
- Medium: 4.0 – 6.9
- High: 7.0 – 8.9
- Critical: 9.0 – 10.0
Data is the core of most application.
Our SLA covers performing periodic database backups, which can be used for recreating the application from scratch.
The service specifies the period and how long the backups will be stored, so can be used for reverting the application.
Every project is different. We get it. And we know that our packages won’t cover all of them.
In case you are interested in extending any of the packages, contact us and let’s talk about your needs.
- Extended hours support
- Files backup
- Other communication channels
- Community support
- Public knowledge base
- Dedicated support centre
- Other issue types cover
After finishing the main development phase, after setting up the production environment.
Needing expert technical support to ensure smooth software operation after takeover by TH-EY.
That were abandoned by the original software creator and are looking for a new team to support it.
Post-development doesn’t mean post-support. TH-EY’s Support and Maintenance service ensures your application’s journey continues with the expert care it deserves.