Question 1

What SLAs do you offer?

Accepted Answer

Critical (P1): 1-hour response, 4-hour recovery, 24/7. High (P2): 4-hour response, 1-business-day recovery. Standard (P3): 1-business-day response. We tailor SLAs to your business impact, not a generic tier.

Question 2

Can you support software you didn't build?

Accepted Answer

Yes. A 2-week onboarding includes codebase audit, runbook creation, and shadowing your team. We then take over with documented escalation paths. Many of our retainer clients came from agencies that ghosted them.

Question 3

Do you offer 24/7 coverage?

Accepted Answer

Yes, with a follow-the-sun model across our Gurugram and Toronto teams. P1 issues get paged to an on-call engineer; non-critical work happens during business hours.

Question 4

How is support priced?

Accepted Answer

Monthly retainer with a prepaid hour bank (rolled over up to 1 month), or a Dedicated Engineer model. We don't bill for status meetings, standups, or internal QA — only for actual work shipped.

Software Support & Maintenance

What's included

Application Support

Bug Fixing & Patching

Performance Tuning

Legacy Migration

Code Refactoring

Other Services

Questions, answered

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