support
Maintenance & Support
A stated response time and a monthly hour budget — for products we built and products we didn’t.
Response time
Next-business-day – 2h SLA
From
€490/mo
02 Who it's for
Who it's for
01
Your product is live and nobody owns it.
Built in-house, by a freelancer, or by us — it doesn’t matter. If nothing breaks it runs fine; the day something does, someone needs a response-time commitment already in writing.
02
You need a specific skill you don't have in-house.
A mobile release, a design pass, a security patch — capacity you need sometimes, not enough to justify a hire.
03
You've been ghosted by an agency before.
The invoice was the last thing that ever got answered quickly. This is a retainer with a stated SLA, billed like the rest of our work, not an afterthought.
03 What's included
What's included
Monthly hour allotment
A set number of hours each month for fixes, small changes, and updates — stated up front, not billed ad hoc.
Stated SLA response time
Next-business-day, 8-hour, or 2-hour on-call, depending on tier — written into the agreement, not implied.
Works on code we didn't write
A live product built elsewhere is eligible. We review it honestly before the first ticket, so there are no surprises for either side.
Monitoring & proactive fixes
Dependency updates, security patches, and basic uptime monitoring, not just reactive firefighting.
Direct contact, no ticket queue theatre
A real channel to the people doing the work, not a support portal that swallows requests.
Monthly billing, 30 days' notice to cancel
No annual lock-in. Cancel with 30 days' written notice.
04 How we deliver it
How we deliver it
01
Discovery
We review your current product — code quality, hosting, outstanding issues — honestly, before agreeing a tier.
02
Proposal & agreement
A fixed monthly retainer at the tier that matches your real ticket volume, with the SLA stated in writing.
03
Design & architecture
Bigger tickets get the same design/architecture review as a new build before we touch code — no undocumented quick fixes to a system we didn't design.
04
Build & check-ins
Fixes and changes ship inside the SLA window, logged and visible, not black-boxed into a monthly summary.
05
Launch & handover
Nothing to launch each month — instead, a running log of what shipped and what's next, reviewed with you regularly.
05 Packages
Packages
SCS-SUP-ESS
Essential
€490 /mo
For a stable product that occasionally needs a fix.
- ✓ 10 hours/month
- ✓ Next-business-day response
- ✓ Security & dependency patching
- ✓ Monthly usage summary
- ✓ Cancel with 30 days' notice
10h/mo · Next-business-day
Recommended
SCS-SUP-STD
Standard
€1,190 /mo
For active products with regular change requests.
- ✓ 25 hours/month
- ✓ 8-hour SLA response (business hours)
- ✓ Security & dependency patching
- ✓ Monthly planning check-in
- ✓ Cancel with 30 days' notice
25h/mo · 8h SLA
SCS-SUP-CRT
Critical
€2,450 /mo
For products where downtime actually costs you.
- ✓ 60 hours/month
- ✓ 2-hour SLA response, on-call
- ✓ Priority incident handling
- ✓ Security & dependency patching
- ✓ Cancel with 30 days' notice
60h/mo · 2h SLA, on-call
06 What we commit to
What we commit to
C1
Fixed-price scope
C2
Full ownership on final payment
C3
GDPR-by-design, DPA on request
C4
30-day warranty
Will you support a product you didn't build?
Yes — we take on products we didn't build. We review the codebase first, and tell you what we find, so both sides know what we're taking on before the first invoice.
07 FAQ
Frequently asked questions
Will you support a product you didn't build?
Yes — we take on products we didn't build. We review the codebase first, and tell you what we find, so both sides know what we're taking on before the first invoice.
What happens if we use more hours than the tier includes?
Extra hours bill at the standard €75/h rate, agreed with you before the work starts — never added to the invoice as a surprise.
What's actually covered by the SLA?
The SLA is our response time to a reported issue, not a guarantee every issue is fixed within that window. Response time and fix time are stated separately in your agreement so there's no ambiguity.
Can we cancel if we hire in-house?
Yes, with 30 days' written notice, any time — no annual contract to break.
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