Support with a Contract (Recommended)
A support contract gives you structured, reliable access to our team after your product goes live. It’s ideal if you rely on us for hosting, live system support, or continuous improvements.
We offer tiered support packages to suit different levels of need and complexity.
| Essentials | Core | Growth | Partner | |
|---|---|---|---|---|
|
Monthly Hours
|
from 5 hrs |
from 10 hrs |
from 20 hrs |
Custom |
| Email Support | ✔️ 2 biz days |
✔️ 1 biz day |
✔️ Same-day |
✔️ Priority |
| Phone Support | ✖️ | ✖️ | ✔️ Scheduled |
✔️ Direct |
| Instant Messaging | ✖️ | ✖️ | Limited | Dedicated |
| Meetings | As needed | 1/mo | 1–2/mo | Weekly |
| SLA Option | ✖️ | Optional | Optional | Custom |
| Emergency Response | ✖️ | ✖️ | ✖️ | Optional* |
| Hourly Rate | Discounted | Discounted | Discounted | Negotiated |
Working Without a Support Contract
What You Can Expect
- We respond on a best-effort basis, depending on availability.
- All time is billable at our ad-hoc rate (min. 2 hours).
- We’ll try to help, but response times are not guaranteed.
- We don't prioritise non-contracted clients ahead of support-tier clients.
What’s Not Included
- ✖️ Bug or performance investigations (unless linked to a live project)
- ✖️ Urgent or emergency cover
- ✖️ Access via phone or instant messaging
- ✖️ Regular meetings or check-ins
- ✖️ System monitoring or patching
How Much Support Time Do You Need?
The monthly hours in each support tier apply per project — and often per platform (e.g. web app, iOS app, Android app). So if you’re running a system with three platforms, you’ll likely need more than a basic package to cover all of them well.
Factors That Affect Support Needs
| Factor | Impact on Support Needs |
|---|---|
| Multiple Platforms (Web + Mobile) | Each platform may require separate fixes & updates |
| Fast-Moving Startups | Quick turnarounds, experiments, and responsiveness needed |
| Mature, Long-Term Projects | Larger codebases = more complex support & maintenance |
| Well Maintained Projects | Well-supported projects may need fewer hours |
| Business-to-Consumer (B2C) | Higher user volume = more issues, more urgency |
| Low User Numbers | Fewer edge cases = typically less support needed |
| No/New Feature Development | Projects in maintenance mode usually need fewer hours |
| External Integrations | Dependencies on third-party systems can increase support |
| Internal Stakeholder Involvement | Frequent feedback and iterations = more change management |
Examples
Startup MVP with Web + Mobile Apps
- Project Size: Medium
- Fast pace, frequent changes
- 3 platforms (web, iOS, Android)
- B2C product with active marketing
Established Internal Tool with Web Portal
- Project Size: Small/Medium
- Used by staff only
- No new features planned, occasional tweaks
- Stable infrastructure
High-Traffic Booking Platform
- Project Size: Large
- Ongoing roadmap of new features
- Active user base with support tickets
- Web + native mobile apps
By understanding your product's lifecycle, team expectations, and user base, we can help you pick a support tier that’s a good fit — and scale it up or down as your needs change.
If you're going to rely on us to help troubleshoot, advise, or build continuously — a support contract is the best way to protect your product and keep things running smoothly.
