08 / Services
Ongoing support after launch
We watch the product, apply updates, and work through failures within the agreed response time.
For teams whose product is already in production, and who have no one of their own on support.
Support
Failure
Sign-in
Errors
Queue
Backup
Signal
Now
Who
On-call
Rollback
Yes
What it consists of
What goes into the system
- 01
What we look at
Availability, errors, and disk space. Not “everything,” but the things that stop people from opening the product.
- Whether sign-in and the main scenario open
- Errors that are growing
- A queue and a database, if they are there
- 02
Response time
The contract states how fast we take a failure by day, in the evening, and on a weekend. Without that line, support is a wish.
- What counts as a failure
- Where the signal lands
- Who takes it if the first person is busy
- 03
Updates
Vulnerabilities and versions are closed on a rhythm, not when putting them off has already become awkward.
- What can go in at once
- What is waiting on a window
- How to roll back if an update has broken the scenario
- 04
Backups
A backup that has never been restored does not count as a backup. We test the restore.
- Exactly what is copied
- How often
- A trial restore
- 05
Report
For the period, in brief: what failed, what was updated, what is waiting on a decision. Not a sheet of charts.
- Incidents, and how long they lasted
- What was changed
- What we ask you to decide
What we do
- 01Watching availability
- 02Updates, and closing the gaps
- 03Backups that can actually be restored
- 04A review of incidents
- 05A short report of what happened over the period
How we proceed
- 01We look at how things are arranged now
- 02We fix the response time
- 03We connect the watching
- 04We carry it on
Stack
- Monitoring
- CI
- Containers
- Logs
A guide for the timing
Connecting takes about a week. After that, a steady rhythm.
Outcome
A failure is visible before a client writes about it, and it is clear who takes it.
What usually comes later
A round-the-clock post, and support across several products at once, is a separate agreement. It does not “come included.”