Custom system support
What do we mean by a system?
A system is custom-built software that runs business workflows: a bespoke SaaS platform, an enterprise resource planning (ERP) system, a warehouse management system (WMS), or a mobile app and its backend. These applications support day-to-day operations and need ongoing engineering care to stay reliable. We support systems built by tPanel or another development team.
A website usually presents information or collects enquiries. A custom system also processes orders, manages stock, controls user access or connects teams and services. A failed background job or broken integration can interrupt the business even when the login screen still loads.
Only need maintenance for a simple business website? See our website hosting and maintenance plans.
Daily database backups
Updates & local support
Why does system maintenance cost more?
Custom code needs its own fixes
When a custom system develops a bug, there may be no off-the-shelf vendor patch. A developer needs to trace the fault, correct the code and check the affected workflows. Problems during live operation need prompt attention because staff and customers depend on the system.
Every deployment is different
Unlike a typical website setup, each system can depend on different software components, databases, external services and server environments. Usage and load vary too. Deployment, updates and capacity need to suit that specific application.
Reliability takes ongoing work
Monitoring, debugging, software updates, operating system patches and backups all help keep the system dependable. This requires more engineering time and operational responsibility than routine website care, which is reflected in the monthly fee.
Managed Hosting, Maintenance & Support
- Hosting & SSL
Manage your application's hosting environment, deployment setup and SSL.
- System monitoring
Monitoring to identify issues that need attention.
- Database backups
Daily automated database backups, retained for 30 days.
- Software updates
Update application software and dependencies, with compatibility checks for the agreed setup.
- Security patches
Apply security patches to the operating system and software components within our maintenance scope.
- Debugging & bug fixes
Investigate runtime errors and fix faults in custom code within the agreed support scope.
- Critical issues
Prioritise urgent faults that interrupt operations, diagnose the cause and work to restore service under the agreed response arrangements.
- Future development
Priority scheduling for future development and enhancements.
Built elsewhere? Let's look at the handover.
Send us a brief description of the system, its technology and where it is hosted. We'll review the setup with you and agree the handover and support scope before taking over.
What does ongoing system support involve?
Investigate problems during live use
An order stops syncing, a warehouse update fails or a mobile app cannot load account data. We investigate the affected workflow, application logs and connected services to identify the cause. Urgent issues are prioritised by their impact under the agreed support arrangements.
Fix, check and deploy changes
Custom code needs a developer to diagnose and repair it. Within the agreed scope, we check the fix against the affected workflow and plan how to release it safely. Where a separate test environment is available, changes can be checked there before production deployment.
Keep the software environment compatible
Applications depend on frameworks, databases, operating systems and third-party APIs. Updating one component can affect another. Routine maintenance includes reviewing these dependencies and checking compatibility; major upgrades are assessed separately before work starts.
Prepare for recovery and changing demand
Daily database backups with 30-day retention provide a recovery starting point. We agree what else needs protection, including uploaded files, and how recovery should work. Changes in users, transaction volume or background workloads may require a review of hosting capacity and monthly scope.
Agree the handover before support starts
System & dependencies
Review the codebase, technology, servers, databases, external services and critical business workflows. Identify known faults and the parts of the system that matter most to daily operations.
Access & recovery
Confirm access to source code, hosting, deployment tools and relevant service accounts. Review existing backups, recovery requirements and the information needed to take over from the previous team.
Scope & contact
Agree the maintenance scope, third-party costs and contact channels. Confirm how to report an incident, how severity is assessed and the response arrangements before support starts.
Keep maintenance and new work clear
Included in the monthly scope
Hosting, monitoring, backups, routine updates, security patches, debugging and bug fixes within the agreed support scope.
Assessed separately
New features, major upgrades, pre-existing faults, data migrations and third-party subscriptions are assessed and priced before work starts.
FAQ
Can you support software built by another team?
Yes, subject to a handover review. Send the purpose, technology and hosting details. We review access, dependencies and the current setup before agreeing the support scope and fee.
Is A$1,000 the price for every system?
No. A$1,000 + GST per month covers a standard scope. Larger systems, complex architectures or numerous service dependencies may require a higher fee, agreed before support starts.
What backups are included?
The standard plan includes daily automated database backups retained for 30 days. Files, uploaded assets and any additional recovery requirements are agreed during the handover review.
Do you also maintain WordPress and Shopify websites?
Yes. See our website maintenance plans for routine website care and optimisation.
Tell Us About Your System
Describe the system, its technology, current hosting and the support you need. We will review the setup and agree the scope.