Technical Support

Most companies treat support as a reactive cost center: something breaks, you file a ticket, someone eventually fixes it. That approach guarantees you'll pay the same bug twice — once when users hit it, once again when it surfaces in customer reviews and churn.

Dependency updates pile up, security advisories get ignored, monitoring is noisy, and nobody has time to tune it. When something finally blows up at 2am, the on-call engineer has no context, the last deploy was six weeks ago, and the documentation is someone's Slack thread from 2023.

Meanwhile, small improvements — performance tuning, minor UX fixes, accessibility updates — never happen because everyone's waiting for 'free time between projects'. That free time never comes, and the product slowly rots.

You don't need an SLA on paper. You need a team that understands your codebase, has a real backlog of preventive work, and is measured on whether your product is getting better — not just whether tickets are closed.

Every engagement starts with a technical audit. We map your architecture, dependencies, monitoring, deployment pipeline, and known risks. You get a written report with quick wins, medium-term investments, and a monthly capacity estimate for your stack.

We run three support tiers — Essential, Standard, Priority — with response and resolution SLAs scaled to the criticality of your product. Payment and retention-critical paths get Priority; internal tools run on Standard; static content runs on Essential. One size doesn't fit.

Preventive work is not optional. Every month we ship dependency updates, security patches, monitoring improvements, and small UX fixes — without a ticket. You see the changelog and what we caught before it became an incident.

Observability is set up or tuned in the first 30 days: Sentry for errors, uptime monitoring, performance tracking, and log aggregation. Alerts route to real humans with runbooks, not to a channel nobody watches.

You get a dedicated engineer, not a ticket queue. They know your codebase, your team, and your priorities. Communication happens in your channels — Slack or email — with monthly reports on what we fixed, what we prevented, and where the product needs investment next.