Support

We provide first class engineering support with our team of experts. Businesses choose to purchase engineering support to cover what is not included with standard product support during development. They don't want the hassle of having to hire or reallocate experts as maintenance or troubleshooting needs arise. This approach allows them to focus on more important things like growing their business.

How do I know if need Engineering Support?

Hiring or reallocating highly technical engineers to provide engineering support is distracting and time consuming. You'd rather enter into a plan that should save you time in the long run. Having support with specific expertise can also help to plug any knowledge gaps you may have in your existing team you didn't know you had.

When will I need Engineering Support?

Modern software can be complex. With that complexity comes the desire to have certainty. We can't tell you in advance when changes need to be made, in the same way a mechanic can't tell you when some part in your car is going to need to be replaced. Generally it's better to plan for these in advance. This is why cars are taken in to get serviced. Only in our case we don't make you contact us. Think of our support as a paid hotline to a garage.

How do you price and charge for Support?

The rate is closely tied to business value of the software we have to support. If we've previously done development we will often use the same price. We offer an hourly rate and bill monthly for support hours spent. Each support plan will have a contract that will eventually expire. You can decide if you'd like to renew it at which point we can revise the terms if needed.

What Levels of Support do you Provide?

We provide level 3 (sometimes known as tier 3) support which is subject matter experts, in our case engineering. We don't provide any earlier level support. If you need that we recommend you hire or outsource.

Why are you offering time based pricing instead entirely value based?

In the case of support and any maintenance, it's something that is actually time sensitive. Given that the rate is also tied to the value, it's not entirely decoupled. Having it time based also allows your business to only use our Engineering support if you think it's actually required and so there is zero time or monetary cost to you if you decide you don't need our services.

If we have a contract for development work with you, is it okay if we outsource our own support to someone else or even insource it?

Yes. Our main focus is on custom development and consulting. If you think getting someone else to handle it works for you, we have no issue with it.

What about working with other levels of support either internally or externally?

If it's working for you, it works for us. Time spent with other support teams is billed for. So it's worth considering if that's something you really need or not, which is why we let you engage us and we just charge for the time spent working.

We'd like you to do Engineering support for a project which was developed elsewhere for us, do you offer that?

As a general rule, we don't offer that. If we've already done business together exceptions can be made.

What's the best way to reach out to you?

If you have specific questions, you can use our contact page. Using your company e-mail on the form is helpful. We'll get back to you as soon as we can (usually within a few business days).

Last Updated: 16th October 2021