Application monitoring
We connect relevant metrics, logs and traces to the workflows they describe. Alert thresholds and named owners help the team distinguish a service interruption from routine activity.
Services / Software operations
Application Support & Reliability
Maintain production software, investigate incidents and prepare recovery. We agree support coverage, responsibilities and fees around your application and operating hours.
Monitoring, response and maintenance
What support can cover
We assess the workflows that need monitoring, the people who can respond and the maintenance required. The support plan records which of the following work is included.
Incident response
We investigate incidents according to their business impact and the agreed coverage. The response plan defines escalation contacts, recovery steps and follow-up for recurring failures.
Security operations
We review access, software dependencies and patching responsibilities. Vulnerability monitoring and incident response are scoped to the application and its operating requirements.
Performance improvement
We measure bottlenecks and resource use under the relevant workload, then prioritise changes by user impact and operating cost. The same workflow is checked again after the change.
Backup and disaster recovery
We assign backup responsibilities and plan restoration checks. Recovery priorities, target times and acceptable data loss are agreed against the application architecture and business needs.
Cloud cost optimisation
We compare resource use with hosting charges and identify unused capacity or avoidable overhead. Any changes are checked against reliability and peak-load requirements before implementation.
Is this service right for you?
- Best fit:
- Owners of a live application who need a team to take responsibility for maintenance or support.
- First useful result:
- An access and readiness assessment, then separately scoped stabilisation and support.
- What can stay:
- Retain hosting and providers where their access and recovery arrangements are suitable.
- Scope to agree:
- Support begins after we agree coverage. New features and 24/7 response are scoped separately.
- To get started:
- Bring the stack, hosting, known incidents, current provider and target handover date.
Incident response workflow
A clear next step when something stops working.
A reported fault needs an owner, a priority and a recovery path. Within the agreed coverage, we track it from the first report through investigation to verification of the affected workflow.
- 01
Report and prioritise
Record the affected workflow, business impact and time. Route the issue to the agreed contact and assign its severity.
- 02
Investigate and recover
Trace the cause, coordinate with providers and follow the agreed recovery steps. Keep your contact informed as the investigation progresses.
- 03
Verify and improve
Check the affected workflow, document the result and agree follow-up work for recurring issues.
Coverage hours, response targets and escalation contacts are agreed before support begins. Round-the-clock coverage is scoped separately. We coordinate with external providers; restoring their services remains their responsibility.
An application already in use
Plan the handover of an existing application.
If another provider built your system, bring its technology stack, known issues and available documentation. We first need to assess access, dependencies and recovery before agreeing whether and how we can take responsibility.
Establish the starting point
Identify code and deployment access, account owners, licences, integrations and unresolved incidents. Check what knowledge is available from your team and the current provider.
Agree a safe handover
Define the checks for deployment, monitoring and restoration, any stabilisation work, and when responsibility changes. Scope the assessment, transition and ongoing support separately.
Support starts on the agreed date once access, recovery readiness and the division of responsibilities are confirmed.
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.
Commitment and cost
We agree coverage hours, included work, fees and how changes are approved. Round-the-clock coverage is assessed and priced separately.
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.
Horizon Dynamics
Know who responds when software fails
Tell us about the application, recurring incidents and your current support arrangement. We will identify what to assess before proposing coverage and a handover plan.