Services
Software support — Software Support and 24-Hour Support Package
We provide standard support during working hours. For large projects, we plan our dedicated 24-hour support package separately.
What you walk away with
You know from the start which request is handled under which scope, and when.
- Start
- 1–2 weeks after signing
How we work
We provide support during working hours for the issues and support needs you run into while using your software. Recording and assessing requests clearly keeps the path to a solution traceable. Support channels, working hours and the applicable scope of service are stated clearly in your agreement.
For large projects whose operations extend beyond working hours, we offer a dedicated 24-hour support package. We define the covered systems, priority levels, communication channels and response conditions separately, according to the project's needs. This package is not automatically included in standard support.
Receiving a request, responding to it and resolving it for good are different stages. We keep that distinction visible in the support agreement and explain the technical dependencies and responsibilities. New feature requests and scope extensions are assessed separately.
What is included
- Standard support during working hours
- Dedicated 24-hour package for large projects
- Recorded, traceable requests
How we work
The support process starts by recording issues and support needs that arise while the software is being used in a clear and understandable way. Requests are assessed and handled in a traceable manner. Receiving a request, responding to it and resolving it permanently are treated as separate stages. This makes it clear from the start which request is handled, under which scope and during which working hours.
Support channels, working hours and the applicable service scope are stated clearly in the agreement. Technical dependencies and responsibilities are explained there as well. For large projects operating beyond working hours, covered systems, priority levels, communication channels and response conditions can be defined separately. New feature requests and scope extensions are assessed separately from standard support.
Also delivered
- A request assessment process defined in the agreement
- A support framework explaining technical dependencies and responsibilities
- Traceable records of support requests
- Separately defined 24-hour support conditions for large projects
Frequently asked questions
When is standard software support available?
Standard support is available during working hours. The support channels, working hours and applicable service scope are clearly stated in the agreement. This makes it clear from the start when a request will be handled and what falls within the service. Needs outside working hours may be considered through a dedicated 24-hour package planned separately for large projects.
Is 24-hour support included in the standard package?
No. A dedicated 24-hour support package for large projects is planned separately and is not automatically included in standard support. The covered systems, priority levels, communication channels and response conditions are defined separately according to the project's needs. The package scope therefore needs to be established specifically for the relevant project.
Are new feature requests included in software support?
New feature requests and scope extensions are assessed separately from the standard support process. Support covers handling the request, assessing it, responding to it and tracking its resolution. When a request concerns a new function or a change in scope, it requires a separate assessment so that the applicable responsibilities and service boundaries remain clear.
Can support requests be tracked?
Yes. Requests are recorded clearly, assessed and tracked. The support agreement keeps the distinction visible between receiving a request, responding to it and resolving it permanently. It also explains technical dependencies and responsibilities. This makes the path toward a solution traceable and clarifies how the request is being handled within the agreed scope.
Other services
- Custom SoftwareScalable, maintainable applications shaped around your actual business processes.
- Web PlatformMultilingual, SEO-first corporate and commercial web platforms with admin tooling.
- Mobile AppiOS and Android products from one codebase, store submission included.
- E-CommerceCross-border stores with multi-currency, tax and shipping rules built in.
- SaaSSubscription, multi-tenant, billing and metering ready SaaS products.
- AI ProductsLLM assistants, document processing and workflow automation, measurable and auditable.
- UI/UX DesignFrom research to design system: Figma delivery, component library and accessibility.
- Annual software maintenanceWe plan post-delivery maintenance work under an annual agreement with a defined scope and clear responsibilities.
Not sure which service you need?
A short call usually settles it. Tell us what you are trying to do and we will pick the right starting point together.