The right engineering relationship for software that matters

Frequently asked questions

What’s the difference between Support & Maintenance and Continuous Improvement?

Support & Maintenance gives you dependable access when the software needs attention. Continuous Improvement gives us enough regular involvement to proactively care for the product, make improvements and manage its technical health alongside day-to-day issues.

Can you support software you didn’t originally build?

Yes. We can review the existing codebase, infrastructure, data and current risks before recommending an appropriate way of working. That gives everyone a clearer view of what taking on ongoing responsibility would involve.

Do you take responsibility for production incidents?

The scope depends on the relationship and responsibilities we agree. We can investigate incidents across application code, infrastructure, data and connected services, then agree the appropriate route to resolution.

What happens if we need a significant piece of new development?

A substantial new requirement is planned as development work. We will understand the outcome, shape the work and agree how it fits with the ongoing relationship and the software’s existing technical needs.

Do ongoing relationships include monitoring?

Monitoring and technical health work can be part of an ongoing relationship, particularly where the product’s reliability and operational performance are important. The right coverage depends on the system and the role we are taking on.

Do you provide SLAs or out-of-hours support?

Relationship level and service window are separate decisions. Where appropriate, we can discuss response expectations, service levels and out-of-hours arrangements alongside the responsibilities you need us to take on.

How do you decide how much engineering capacity we need?

We look at the software’s complexity, importance to the business, rate of change, operational risks and the responsibilities you need us to take on. Capacity supports the relationship; it is not the relationship itself.

Can we move between relationship levels?

Yes. The right level can change as the product, team or business changes. We can review the arrangement and adjust the responsibilities and capacity when the software needs a different level of involvement.

What happens to unused capacity?

That depends on the agreement. We use ongoing capacity thoughtfully, including proactive maintenance and technical health work where it is useful, and make the treatment of unused capacity clear when we set up the relationship.

Can you take over from an internal team or another supplier?

Yes. We can help establish a clear understanding of the software, its risks and its current responsibilities before taking on the role that fits. That might be dependable maintenance, continuous improvement or a broader delivery partnership.