We’re proud to ship great software and stay with you after launch
Support & Ongoing Relationship
Ongoing support keeps your product secure, stable, and moving forward. We plan it thoughtfully so issues are handled fast and improvements never stall.
How it works - Support Contract
A dedicated support contract keeps your product reliable and gives you predictable access to our team. It’s ideal for teams who rely on their software to serve customers or revenue.
We offer monthly support options to match different products and levels of operational risk. We’ll help you choose the right tier based on complexity, pace of change, and the response cover you need.
Essentials tier | Core tier | Growth tier | Partner tier | |
|---|---|---|---|---|
Support access | ||||
| Monthly hours | Essentials Monthly hours includes:5 hrs | Core Monthly hours includes:10 hrs | Growth Monthly hours includes:20 hrs | Partner Monthly hours includes:Custom |
| Email response time | Essentials Email response time includes:2 business days | Core Email response time includes:1 business day | Growth Email response time includes:Same day | Partner Email response time includes:Priority |
| Meetings | Essentials Meetings includes:Monthly | Core Meetings includes:Biweekly | Growth Meetings includes:Weekly | Partner Meetings includes:Custom |
Channels | ||||
| Phone support | Essentials Phone support: Not included | Core Phone support: Not included | Growth Phone support includes:Optional | Partner Phone support includes:Dedicated |
| Instant messaging | Essentials Instant messaging: Not included | Core Instant messaging: Not included | Growth Instant messaging: Included | Partner Instant messaging includes:Dedicated |
Commercials | ||||
| SLA option | Essentials SLA option: Not included | Core SLA option includes:Optional | Growth SLA option includes:Optional | Partner SLA option includes:Custom |
| Emergency response | Essentials Emergency response: Not included | Core Emergency response: Not included | Growth Emergency response includes:Optional | Partner Emergency response: Included |
| Hourly rate | Essentials Hourly rate includes:Standard | Core Hourly rate includes:Standard | Growth Hourly rate includes:Preferential | Partner Hourly rate includes:Custom |
| Talk to us | Talk to us | Talk to us | Talk to us | |
Essentials
Talk to us- Monthly hours
- Essentials Monthly hours includes:5 hrs
- Email response time
- Essentials Email response time includes:2 business days
- Meetings
- Essentials Meetings includes:Monthly
- Phone support
- Essentials Phone support: Not included
- Instant messaging
- Essentials Instant messaging: Not included
- SLA option
- Essentials SLA option: Not included
- Emergency response
- Essentials Emergency response: Not included
- Hourly rate
- Essentials Hourly rate includes:Standard
Core
Talk to us- Monthly hours
- Core Monthly hours includes:10 hrs
- Email response time
- Core Email response time includes:1 business day
- Meetings
- Core Meetings includes:Biweekly
- Phone support
- Core Phone support: Not included
- Instant messaging
- Core Instant messaging: Not included
- SLA option
- Core SLA option includes:Optional
- Emergency response
- Core Emergency response: Not included
- Hourly rate
- Core Hourly rate includes:Standard
Growth
Talk to us- Monthly hours
- Growth Monthly hours includes:20 hrs
- Email response time
- Growth Email response time includes:Same day
- Meetings
- Growth Meetings includes:Weekly
- Phone support
- Growth Phone support includes:Optional
- Instant messaging
- Growth Instant messaging: Included
- SLA option
- Growth SLA option includes:Optional
- Emergency response
- Growth Emergency response includes:Optional
- Hourly rate
- Growth Hourly rate includes:Preferential
Partner
Talk to us- Monthly hours
- Partner Monthly hours includes:Custom
- Email response time
- Partner Email response time includes:Priority
- Meetings
- Partner Meetings includes:Custom
- Phone support
- Partner Phone support includes:Dedicated
- Instant messaging
- Partner Instant messaging includes:Dedicated
- SLA option
- Partner SLA option includes:Custom
- Emergency response
- Partner Emergency response: Included
- Hourly rate
- Partner Hourly rate includes:Custom
Hours cover small fixes, monitoring, and ongoing improvements. Larger projects are scoped separately.
In practice - How support items are handled in practice
Once a system is in real use, most work comes through day-to-day usage.
These are typically raised as support items, which may relate to unexpected behaviour, edge cases, or new scenarios that weren’t previously defined.
Item raised → Investigation → Resolution
Once the item is clearly understood:
- If the system is not behaving as agreed and it's within the agreed warranty period, we resolve it.
- If it reflects real-world usage, edge cases, or new scenarios, it is handled as part of ongoing support and development.
New to Azuki support?
Start with our approach to support & maintenance
Read how we think about software maintenance, why it matters, and why ongoing development works best on a stable, actively managed foundation.
Frequently asked questions
What does a support contract include?
Our support contracts are designed to keep your product secure, stable, and moving forward. Depending on the plan, this can include issue resolution, technical maintenance, routine updates, monitoring, and ongoing product improvements.
What counts as support work?
Support work can include bug fixes, maintenance tasks, platform updates, small improvements, and technical guidance. Larger feature development or substantial project work is usually scoped separately or handled through a larger retainer.
Is support only for fixing issues?
No. Good support is not just reactive. It also helps your product stay healthy, adapt over time, and improve as your needs change.
How quickly do you respond to support requests?
Response times depend on your support plan and the nature of the issue. Higher-tier plans include faster response expectations and more direct access to the team.
How do we know how much support time we need?
Support needs usually depend on the size of the product, how critical it is to day-to-day operations, how often it changes, and how quickly issues need to be handled. We can help you choose a sensible starting point and adjust it over time as the product evolves.
What happens if we need more support time than our plan includes?
If you regularly need more time than your plan allows, we can recommend a more suitable level of support or agree additional work separately. The aim is to make sure your support setup matches the demands of your product.
Do unused support hours roll over?
This depends on the plan and how the support arrangement is structured. Where rollover applies, we will make that clear in the agreement. In many cases, support also covers retained capacity and priority access, not just tracked hours.
What if we do not have a support contract?
We can often help on an ad hoc basis, but response times and availability are not guaranteed. For products that are important to day-to-day operations, a support contract gives more certainty, continuity, and faster access to help when needed.
Can you support a product you did not originally build?
Yes, in some cases. We would usually begin with a review of the product, codebase, infrastructure, and current risks so we can understand whether ongoing support is practical and what level of involvement is needed.
Can support include ongoing improvements as well as maintenance?
Yes. Depending on the arrangement, support can cover not only maintenance and issue resolution, but also small improvements and ongoing development to help the product stay useful over time.
For scale - Strategic Partnership Retainer
For complex products and long-term roadmaps, we offer a strategic partnership retainer. This combines ongoing delivery, proactive improvements, and CTO-level input to keep your product moving forward with confidence.
This option suits organisations where technology is core to the business. It includes a dedicated team, deeper collaboration, and long-term planning alongside day-to-day support.
Ready when you are
Let’s build something together
Whether you’re starting fresh or looking to improve things, we’re ready to talk.