Support & SLA
Go-live is the start, not the end.
Every system we build ships with a support agreement. Our engineers are on call around the clock for the systems we operate, and every request follows a written path from first response to closure.
24/7
Engineers on call every day of the year for the systems we operate. You talk directly to the people who built it.
What the agreement gives you
One team, one contact
You reach the engineers who built your system through a single channel. The person who answers already knows the codebase.
We watch it before you notice
Uptime, errors and load are monitored continuously on the systems we operate. Most incidents are handled before the first user reports them.
Kept current and patched
Runtimes and dependencies stay up to date. Security fixes go out in agreed windows, with a notice before and a report after.
Commitments in writing
Coverage, priorities and escalation are written into your agreement and reported on every month, so there is nothing to guess.
How we prioritize
Every request is classified when it arrives. The class decides who picks it up and how fast.
Production is down or data is at risk and there is no workaround.
What happens
An on-call engineer starts immediately, day or night, and stays on it until service is restored. Your contact gets updates as the situation changes.
Who gets involved
L1
Support engineer
First response and diagnosis.
L2
Project lead
Joins when a fix needs product or architecture decisions.
L3
Head of engineering
Owns every critical incident until it is closed and reviewed.
Maintenance windows
- Planned maintenance is announced in advance and scheduled outside your business hours.
- Emergency security patches are applied as soon as they are verified, with a notice before and a short report after.
What the agreement covers
- Monitoring, incident response and patching for systems NCI hosts or operates.
- No cap on the number of tickets for the life of the maintenance contract: incident fixes, minor adjustments, performance monitoring, security updates and periodic reporting.
- Application-level incidents on systems running on your own infrastructure; the infrastructure itself stays with your team or provider.
- The specifics for your project are written into the support agreement before go-live.
Need cover for a system we did not build?
We take over existing .NET, Node and Flutter systems after a short assessment.