What is the Support and Maintenance Service?

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.

How does it work?

  • You report an issue over established communication tool

    • Email
    • Slack
  • 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

TH-E offering:

Features 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 Critical issues Critical issues
Major issues
Reaction times in business hours Critical issues: 4h
Major issues: 6h
Critical issues: 2h
Major issues: 3h
Security updates 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
Additional requirements Contact us Contact us

Any questions about th-e offer?

Let's talk about the pricing

Support & Maintenance features

Availability / Business hours

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.

Issues category fixes included

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 times in business hours

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.

Security updates

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

Database backups frequency

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.

Additional requirements

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.

Example extensions:

  • Extended hours support
  • Files backup
  • Other communication channels
  • Community support
  • Public knowledge base
  • Dedicated support centre
  • Other issue types cover

Who Is This For?

This service is dedicated to

  • Our Clients

    After finishing the main development phase, after setting up the production environment.

  • Companies

    Needing expert technical support to ensure smooth software operation after takeover by TH-EY.

  • Project owners

    That were abandoned by the original software creator and are looking for a new team to support it.

Get Started

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.