03.01Run
Support and maintenance
Support and maintenance from Hot Rocket Software, a team of software, website and digital marketing specialists based in the UK, with 19 years in IT. Ongoing support for business software: security updates, bug fixes, monitoring and small improvements, for software we built or software you inherited.
03.01.0
What is support and maintenance?
Software support and maintenance keeps a live system secure and working: dependency and security updates, bug fixes, monitoring, backups that are tested, and a steady flow of small improvements. We support software we built and software we inherited, starting with a short audit so we both know what we are taking on.
03.01.1
Who is it for?
- Businesses whose original developer has moved on
- Teams with no in-house developer but critical software
- Owners who want predictable monthly costs instead of emergency call-outs
03.01.2
From a small business to a large organisation
The same team takes on a single tool for a small business and long-running work for large companies and the public sector. Here is what each end looks like.
For a small business
Your website or system kept updated, backed up and fixed when something goes wrong, for a monthly fee.
For large companies and the public sector
Support under an agreed service level, with incident handling, change control and reporting, alongside your own IT team.
- Agreed service levels (SLAs)
- Taking over support of existing systems
- Change and release management
- Regular service reporting
03.01.3
What you get
- 01An initial health check of the code and hosting
- 02Security and dependency updates on a schedule
- 03Uptime and error monitoring with alerts
- 04Agreed response times for issues
- 05A monthly report of what was done
03.01.4
How we approach it
Audit
Read the code, check the hosting, list the risks.
Stabilise
Fix the urgent items: backups, updates, monitoring.
Maintain
Regular updates and fixes on a monthly plan.
Improve
Small improvements from an agreed backlog.
Report
Monthly summary in plain English.
03.01.5
Questions
Will you support software someone else built?
Yes. We start with a paid audit so you know the state of it, and we can then agree a support plan.
What response times do you offer?
They are agreed per plan, based on how critical the system is. We will not promise times we cannot keep as a small team.
Is there a minimum term?
Support plans run monthly after an initial period agreed at the start.
T+99Next step
Talk it through with us
A free 30-minute first chat, with no obligation. Tell us what is getting in the way; we tell you honestly what we would do, roughly what it would take, and whether it is worth doing at all.