What our care agreement actually commits to.

Response times

Every agreement names a response time in hours, not a vague promise to get back to you. Our standard commitment is 4 hours during working hours for issues that stop work, with a longer window for questions and change requests. The exact figures are set out in your contract.

A response means a person who understands your system has read the report and told you what happens next. It does not mean an automated ticket number.

What is covered

• Security patches and dependency updates
• Uptime monitoring with alerting
• Backups taken on a schedule and restored on a test schedule
• Bug fixes in the software we maintain for you
• A monthly written report on uptime, security and performance
• Reasonable support by phone, email and WhatsApp during working hours

What is quoted separately

• New features and changes to how the system works
• Third-party costs such as hosting, domains and paid services
• Work caused by changes someone else makes to the system
• Data recovery where backups were declined in writing

Ownership

Source code, documentation, credentials and hosting accounts are registered in your name from day one. If you end the agreement we hand over a current copy of everything and a written summary of the running state. There is no exit fee and no notice period beyond the billing month.

Systems we did not build

We take on existing systems. It starts with a technical audit so both sides know what is there, after which we either propose a care agreement or tell you honestly what needs fixing first.