Built by Charnwood SystemsNo onboarding fee
Starts at go-live
- Handover pack and cloud account confirmed
- Monitoring and backups switched on
- First maintenance cycle scheduled
Support plans
A monthly plan for one application, from $600 a month. Every plan covers two parts: support when something breaks, and maintenance on a schedule so it breaks less.
One plan, two parts
Maintenance
On a schedule, so it breaks less.
- Scheduled patching and security updates
- Dependency updates and log review
- Backups with restore tests
- Monitoring and expiry alerts
Support
When something breaks.
- P1 response: application down
- P2 response: core feature down
- Unlimited incidents, response from 7 pm AWST
- Every fix made permanent on the next cycle
Scheduled maintenance
Software that is left alone decays. Libraries and runtimes go out of support, security holes are published and then exploited, certificates and domains expire, disks fill up, and backups quietly stop working. Each of these ends in an outage, and the longer it is left the more expensive the fix.
Scheduled maintenance deals with them before that happens. On a set cycle, the operating system, runtime and libraries are patched, tested and deployed. Logs are reviewed for errors, slow queries and failed jobs. A backup is restored into a clean environment to prove it works. Non-critical bugs are fixed from the backlog. The schedule is published in advance and the work is done in the evening or at the weekend, so nothing changes during business hours without warning. Monthly on Standard and Priority, quarterly on Essential.
- Security patching
- Operating system, runtime and base images.
- Dependency updates
- Libraries updated, tested, then deployed.
- Log review
- Errors, slow queries and failed jobs.
- Non-critical bugs
- Fixed from the backlog.
Incident response
An incident is something that worked and now does not. When the application is down, the business stops with it: jobs are not scheduled, invoices do not go out, staff cannot do their work and customers wait. Without a plan, the fix depends on finding someone who knows the system and is free that day.
Incident response puts a senior engineer who already knows the system onto the problem within a set time. You report it by phone or email, receive a confirmation with the response deadline, then updates until it is fixed. Afterwards the cause is fixed permanently on the next maintenance cycle so the same incident does not come back. New features and changes are not incidents. They are quoted separately.
- P1Application downNobody can use it.
- P2Core feature downIt runs, but a key task cannot be done.
- Response starts by 7 pm AWST every night.
- Incidents are unlimited.
- Every incident fix is made permanent on the next maintenance cycle.
- Each incident and its permanent fix is listed in the service report.
Response times for each plan are on Pricing.
The guarantee
If one of these results is missed, that month’s fee for the application is waived. The credit is applied automatically on the next invoice.
Excluded: outages at the cloud provider or a third-party service, and changes made outside the plan.
- Responding to a P1 or P2 within the plan’s response time
- Completing the scheduled security patching
- Patching a critical published vulnerability within 7 days
- Making an incident fix permanent on the next cycle
- Delivering the service report
Onboarding
How a plan starts depends on who built the software.
Built by someone elseAudit, fixed quote
Starts after a takeover audit
- Takeover audit: code, infrastructure, security, data
- Audit findings fixed to a maintainable state
- Handover pack written, then the plan starts
Not covered
A support plan covers the application. Devices, Microsoft 365 and the office network stay with your IT provider.
| Covers | Support plan | IT provider (MSP) | Developer on call |
|---|---|---|---|
| The application and its code | Yes | No | Yes |
| Scheduled patching and updates | Yes | Devices only | No |
| Incident response times | P1 and P2 | IT tickets | When free |
| Backups with restore tests | Yes | Devices, files | No |
| Monitoring and alerts | Yes | Network | No |
| Laptops, phones, Microsoft 365 | No | Yes | No |
| Office network and Wi-Fi | No | Yes | No |
| New features | Quoted | No | Hourly |
Support plan
- The application and its code
- Yes
- Scheduled patching and updates
- Yes
- Incident response times
- P1 and P2
- Backups with restore tests
- Yes
- Monitoring and alerts
- Yes
- Laptops, phones, Microsoft 365
- No
- Office network and Wi-Fi
- No
- New features
- Quoted
IT provider (MSP)
- The application and its code
- No
- Scheduled patching and updates
- Devices only
- Incident response times
- IT tickets
- Backups with restore tests
- Devices, files
- Monitoring and alerts
- Network
- Laptops, phones, Microsoft 365
- Yes
- Office network and Wi-Fi
- Yes
- New features
- No
Developer on call
- The application and its code
- Yes
- Scheduled patching and updates
- No
- Incident response times
- When free
- Backups with restore tests
- No
- Monitoring and alerts
- No
- Laptops, phones, Microsoft 365
- No
- Office network and Wi-Fi
- No
- New features
- Hourly
Plans
Three plans, each for one application. Prices and response times in full are on Pricing.
Essential
$600 a month
1 to 5 staff
- P1
- By the next evening
- Schedule
- Quarterly
Standard
$1,500 a month
5 to 50 staff
- P1
- 24 hours
- P2
- 48 hours
- Schedule
- Monthly, with service report
Priority
$2,500 a month
Multi-site or up to 3 environments
- P1
- Same evening if reported by 4 pm AWST
- P2
- 24 hours
- Schedule
- Monthly, plus quarterly review
Per application, per month, excl. GST. Month-to-month with 30 days’ notice.
Next step
Get in touch.
Call, send an enquiry, or book a free 30-minute consultation with a senior engineer.