Managed support
Software support on an SLA
Software support on an SLA is a monthly contract with response and resolution targets in writing, a ticket queue you can see, and a monthly report of what happened. Hexploits supports the systems it built and the ones others built, with a named lead engineer who knows your system and a second who can cover.
A named engineer replies within one working day. A written scope and an indicative price within two.
Who this is for
- Businesses that need their supplier to still answer the phone in three years.
- IT directors who want one contract covering hosting, support and small changes.
- Companies inheriting a system whose builder has gone quiet.
What you get
Deliverables, not slogans. Each one appears in the statement of work.
- Response and resolution targets per severity, written into the contract.
- A ticket system you can see, with status and history.
- A named lead engineer and a named deputy.
- A monthly service report: tickets, response times against target, incidents, changes.
- A monthly change allowance for small improvements.
Our engineers work across the major languages, frameworks and cloud platforms. We build on the stack you already run, with technology choices explained in writing before work begins.
How it is delivered
The same four stages as every Hexploits engagement, applied to this capability.
Stage 1
Onboard
Stabilisation for systems we did not build; documentation and access for all. The SLA starts when monitoring and backups are in place.
Stage 2
Support
Tickets triaged by severity; incidents handled by on-call; changes scheduled.
Stage 3
Report
Monthly service report to your IT or operations lead.
Stage 4
Review
Quarterly service review with the roadmap and the commercial position.
How success is measured
Every engagement agrees its measures and the measurement period in writing before work starts.
- Response and resolution times against target, monthly.
- Incidents and their causes, trending down.
- Change allowance used, and what it delivered.
Proof
Case studies with numbers, and reviews linked to Google where they were left there.
Gradvisor · Charity · 8 weeks to production, then ongoing
98% faster page loads and a 12% smaller cloud bill for a UK careers charity
JobVantage · Recruitment technology · Duration TBC
99.9% availability and sub-100ms responses for a recruitment intelligence platform, at negligible infrastructure cost
Director, Gradvisor
“Fantastic company and our development partner for Gradvisor, a social mobility careers platform with national ambitions. Extremely responsive and mission-oriented. Cameron owns any shortfalls humbly - rare for IT providers. Thinks like a client too.”
Director, Lothbury
“Top quality delivery, and reasonable price. Will be using again.”
Questions we get asked
What are the response times?
What if we want to leave?
Can you support something you did not build?
Related
Sectors where this is most often needed
Next step
Request a proposal.
Tell us about the system and the sector. A named engineer replies within one working day. A written scope and an indicative price within two working days of a short scoping call.