Custom systems are living things. The question is who is there when yours changes
A custom system keeps changing for as long as the business exists. Operations change, regulation changes, the company grows. What decides whether that system ages well or becomes a liability is not how it was built. It is who stays with it afterward.
No cost. Also available for systems built by another vendor, following a rescue or modernization engagement.
The complaint about custom software is rarely the build. It is everything after it
The pattern repeats: the vendor ships, invoices, and disappears. What remains is an email nobody answers for three days, a help desk reading from a script, and a system that stops adapting until it costs more than it returns. By then the company depends on it, and replacing it costs more than enduring it.
A help desk opens a ticket. An analyst works out that the problem is the month-end process, not the system
Your request is handled by the specialist the problem calls for, not by whoever is next in the queue.
The engineers who built your system are the ones who keep it running
No handoff to a support organization that never saw the project. And so that continuity does not depend on nobody ever leaving, more than one person knows each system and the technical documentation is updated at every delivery.
Commitments you can read before you sign
Contact in under 3 minutes
A support engineer picks up, not a mailbox
Response from 1 hour
Contractual, tiered by service level
Contingency from 2 hours
For a critical event that stops the operation
Monday through Sunday
Including public holidays at the highest coverage level
We classify what happens, so you know what to expect
Every request comes in with a formal classification that sets how it is handled and its response time.
The system adapts every month, not every two years
Monthly updates with defined thresholds: a minor update consumes up to five hours of effort, a major one up to ten, and both apply to new functionality as well as to adjustments. Included hours belong to the month and do not carry over, because this is continuous capacity rather than a balance.
Also included
- Periodic backups, at a frequency set by service level.
- Infrastructure monitoring, with proactive adjustments at higher levels.
- Recurring user training, renewed yearly rather than delivered once at launch.
- Periodic user follow-up, to surface what nobody reports but everybody works around.
- Controlled authorization processes, so no change reaches production without a recorded approval.
Why our clients stay
The oldest system we maintain has run without interruption since December 2011. We currently keep more than 60 systems in production. We are not asking you to trust that this repeats. We are inviting you to read the scope and the response times before you sign.
Frequently asked questions
No cost. We will tell you what level of support you actually need, even when it is less than you expected.