Commitment and cost
We agree coverage hours, included work, fees and how changes are approved. Round-the-clock coverage is assessed and priced separately.
Pricing & Process / Support and handover
Software support: coverage, costs and responsibilities.
Plan who handles incidents, updates and recovery after launch, what support costs and how the system is handed over if responsibilities change.
Support, responsibilities and handover
Agree the support scope before it starts.
We provide paid support on an hourly basis or with a fixed-fee team throughout the system’s operational life. The agreement sets coverage, payment terms and the division of work with your IT team.
Your team and ours
Name the incident contact and assign investigation, provider coordination and communication. With your IT team, we agree hosting, access, maintenance and backup duties.
Changes and transition
Plan support reviews and the transfer of code, documentation, accounts and knowledge. Agree notice periods, transition work and cost before responsibility changes.
How we help after launch
Something is not working. Will you help us find the cause?
Yes. Tell us which screen or process is affected, when the problem happened and what you expected. Share an example with private data removed. We reproduce the issue, investigate the cause and explain the next step. If the implementation differs from the accepted requirements, we check warranty coverage before proposing paid work. You do not need to diagnose the fault yourself.
Who handles updates and recovery checks after launch?
Under the agreed support plan, we schedule application updates and recovery checks, assess their impact and tell your team about any planned interruption. We check the result and record work that needs follow-up. If an update or repair falls outside the included work, we explain the options and obtain approval before adding cost.
Will you help if an accounting service or another provider goes down?
Yes. Within the agreed support coverage, we trace the failed exchange, identify affected records and help coordinate the investigation with the provider. We explain any available workaround and check that queued updates can be replayed without duplicates once service returns. We keep your contact informed; restoring the external service itself remains with its provider.
Can you add new workflows as our business grows?
Yes. For a second warehouse, for example, we assess changes to stock, permissions, integrations and reports, then propose the design, estimate and priorities. After approval, we develop and test the new workflow, prepare the rollout and train the affected users.
What is recorded in the support agreement?
Before signing, we record the warranty period and exclusions, support hours and time zone, response and restoration targets, included work and fees. The agreement also explains how extra costs are approved, any minimum commitment, notice periods and handover costs.
What is included in the handover plan?
The handover plan lists the code and documentation to transfer, data export formats, repository and deployment accounts, access dates and any knowledge-transfer sessions. It also confirms intellectual property and third-party licence rights.
Your next system starts with a conversation
Tell us what needs to work better.
Share your processes, the systems you use today, and what you want to improve first. Our CEO normally leads the first discussion of possible approaches and what needs investigation before an estimate.
Europe, USA, Canada & Australia