Ongoing Development & SLAs
After launch it begins: dependable response times and a route for new features.
- Response times
- Allowance
- Cancellable
How it works
Most software is operated for longer than it was built. Operations therefore deserve the same care as the project.
Response times in tiers
We agree what counts as an incident and how fast we respond. Three tiers are enough: operations down, operations impaired, everything else. Each with a time we hold to — set against what an outage actually costs you.
An allowance instead of individual quotes
For ongoing development we agree a fixed allowance per month. Small changes then happen without a quote, an approval round and a purchase order. That saves more time on both sides than it costs.
Who decides
You prioritise what the allowance is spent on. We say what it costs, and we object when we think a requirement is wrong — but the decision is yours.
You can leave
Cancellable monthly, the source code belongs to you, the infrastructure runs on your accounts. We keep clients through the work, not through the exit. If you want to move on, we hand over cleanly.
- A sense of what downtime costs you. The response time follows from that, not the other way round.
- Someone who sets priorities when there are more wishes than capacity.
An agreement with response times and a fixed monthly allowance for ongoing development.
If you skip this
Without an agreement, every request becomes an individual negotiation about availability and price. And in an incident there is no committed response time, only the hope that somebody happens to be free.
Questions about this step?
A conversation costs nothing and takes half an hour. Afterwards you will know whether we are a fit.