Support & Maintenance (Add‑On Services)

support

maintenance

Business

June 25, 2025

Optional retainer · Office‑hours coverage · Straightforward fixes

We know that a product’s life doesn’t end at launch. For clients who need an extra safety net, we allocate a small slice of senior engineering time each sprint for post‑release care, bug fixes, minor enhancements, and scheduled dependency upgrades. Need modest cover without a costly 24 × 7 contract? Let’s talk.

What we actually provide

Office‑hours support

We respond to issues raised in Slack, email, or your ticketing tool during European business hours (09:00‑17:00 CET). Critical production blockers jump the queue; cosmetic tweaks are batched into the next maintenance window.

Scheduled maintenance sprints

Once per quarter, or more frequently if you book a retainer, we run a time‑boxed maintenance sprint. Typical tasks include updating libraries, rotating secrets, and running security scans. Anything outside the window rolls to the next slot so your budget stays predictable.

Lightweight monitoring setup

We wire basic uptime checks and error alerts (Pingdom + Sentry or similar) to a shared notification channel. You see the same dashboards we do, no black boxes.

Code optimisation on request

If profiling shows a clear hotspot, N+1 queries, memory leaks, we’ll patch it as part of the maintenance sprint. For deeper refactors we’ll scope a separate mini‑project.

What we don’t do

24 × 7 on‑call rotations or follow‑the‑sun staffing.
Tier‑1 help‑desk services (password resets, end‑user tickets).
Multi‑team “war‑room” incident management.

For those needs we introduce trusted partners who specialise in round‑the‑clock operations.

Engagement options

Monthly retainer (recommended). A fixed bucket of hours (usually 8–16) reserved for bug fixes, small enhancements, and advisory calls. Unused hours roll over for one month.

Pay‑as‑you‑go. Raise a ticket, get a time estimate, approve, and we bill on completion. Response times are best‑effort and depend on our active project load.

One‑off upgrade sprint. Ideal when you need to bump Ruby, React, or Node versions, but your core team is heads‑down on new features.

Typical outcomes

Dependency stack updated without breaking change surprises.
Crash‑rate reduced after fixing high‑volume Sentry errors.
15‑30 % faster page loads after pruning legacy code paths.

How to get started

1. Intro call. We sanity‑check your codebase and clarify support expectations.

2. Light audit. A senior engineer spends a day reviewing repo structure, CI, and monitoring.

3. Proposal. You receive a small‑print‑free retainer or sprint plan outlining scope, hours, and cost.

If that fits, we book the first maintenance window and you’re covered.

Questions? Email contact@atenbi.com or mention support during your next project check‑in.