Support & Maintenance
That Keeps You Running
Software doesn't end at launch. We offer structured maintenance plans with defined SLAs, proactive monitoring, and rapid response — so you can focus on your business.
What Our Support Covers
Every Bugout Tech support engagement includes these eight pillars of ongoing care.
Security Updates
CVE patches, dependency upgrades, and SSL certificate renewal — applied within 48 hours of release on critical issues.
Server Monitoring
24/7 uptime monitoring with instant alerts. CPU, memory, disk, and response time thresholds are all watched.
Performance Optimisation
Regular profiling of slow queries, cache tuning, and CDN configuration to keep response times under 200ms.
Bug Fixes
Any defects identified post-launch are triaged and resolved within the SLA for your plan.
Database Maintenance
Index optimisation, vacuum runs, query analysis, and backup integrity testing — performed monthly.
Dependency Upgrades
Framework and library upgrades handled with regression testing to prevent version drift from creating security gaps.
Monthly Reports
A clear monthly report covering uptime, performance metrics, issues resolved, and upcoming maintenance tasks.
Dedicated Contact
A named engineer as your support contact — not a rotating help desk. Someone who knows your system.
Choose Your Support Plan
All plans include a 30-day post-launch warranty at no charge.
Annual Maintenance Contract
Complete peace of mind for the full year
Businesses with critical software that requires consistent, proactive care.
- Up to 40 support hours per month
- Security patches applied within 48 hours
- Monthly performance and uptime report
- Database backup testing (quarterly)
- Dependency and framework upgrades
- Priority response: 4-hour SLA for critical issues
- Quarterly strategy and roadmap call
Monthly Maintenance Retainer
Flexible ongoing support, month by month
Growing companies that need reliable support without an annual commitment.
- Up to 20 support hours per month
- Security patches within 72 hours
- Monthly health report
- Bug fixes with 8-hour response SLA
- Minor feature additions included
- No long-term commitment
On-Demand Support
Pay only when you need help
Teams with in-house developers who need occasional specialist help.
- Ticket-based support system
- Response within 1 business day
- Billed per hour at a fixed rate
- No minimum commitment
- Escalation to senior engineers available
Response Time SLAs
| Severity | Description | AMC | Monthly | On-Demand |
|---|---|---|---|---|
| Critical | Production down, data loss risk | 4 hours | 8 hours | Next business day |
| High | Major feature broken, workaround exists | 8 hours | 1 day | 2 business days |
| Medium | Partial functionality impacted | 2 days | 3 days | 1 week |
| Low | Minor issue, enhancement request | 1 week | 2 weeks | On request |