Support & Maintenance

Your launch isn't the finish line.

Keep your website, applications and business tools working as your business changes.

Talk about support See how support works

An enquiry form after launch

Illustrative support scenario

Choose a stage in the change history

Know what working looks like.

A visitor submits an enquiry, sees a confirmation, and the right person receives the details.

What we’d check
Run a sample request all the way through, from the form to the team’s inbox or business tool.
What would confirm it
Record the expected result and who owns the handover.

Look after what people rely on.

Start with the journeys that keep your business moving.

  • Website maintenance and performance

    Keep key journeys usable as content and dependencies change. Check forms, checkout, mobile layout and page speed where they matter to customers.

  • Security, reliability and recovery

    Review security updates, access and backup ownership. Agree what can be restored and how to test recovery before relying on it.

  • Software and integration support

    Investigate broken connections or changes in a third-party tool. Check that the right data reaches the right people and agree a fallback when it can’t.

  • Product improvements

    Prioritise small changes that remove friction for customers or staff. Review larger additions as separate work with a clear purpose.

Choose the support you need.

For websites and applications we inherit, an assessment comes first. We review how the system is built, what access is available and what can be supported before agreeing commitments.

One-off fixes
Investigate a defined problem, agree the work and verify the affected journey after the change.
Ongoing support
Agree which systems and checks are covered, who handles requests, and what the support arrangement includes.
Future improvements
Keep a list of useful changes. Agree their priority and scope before adding them to the work.

Make issues visible. Plan for failures.

Two examples of how we think about software after launch.

Northgate’s sample portal showing service health, open tickets and a security baseline.

Northgate is a fictional portal concept. It illustrates how a team could share service status and open issues in one place.

Explore Northgate

From request to checked change.

You’ll know what we’re looking at and how we’ll decide whether the work is done.

  1. Describe the issue

    Share what you expected, what happened and who it affects.

  2. Agree the priority

    Consider the business impact, any workaround and the agreed scope.

  3. Make the change

    Agree the safest way to test and release the fix or improvement.

  4. Verify and report back

    Check the affected journey and explain what changed, what was tested and what still needs attention.

Before we start.

Can you support a site or app you didn’t build?

We start with an assessment of the setup, access, dependencies and known issues. That helps us agree what we can maintain and where a specialist may be needed.

Do I need an ongoing arrangement?

You can ask about a one-off fix or an ongoing arrangement. Larger improvements can be scoped separately.

What if another provider caused the problem?

We can investigate where the issue starts, help coordinate with the provider and discuss a workaround if one is available.

How do timing and cost work?

We agree priorities, availability, coverage and cost after understanding the system and the work. For ongoing support, these belong in the service scope.

Tell us what needs looking after.

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