Support
Delivered solutions, the working process and technical requests. Support scope and contact arrangements are defined for each project.
Information on the working process
The initial discussion, scope definition and delivery. Information on the steps involved in the working process.
Frequently asked questions
Short answers about the first discussion, pricing, ways of working and support after delivery.
Contact form for technical requests
The solution in use, the issue encountered and the relevant task. A brief description provides a basis for assessing the technical request.
Product Support
Scope of support after delivery
Support scope is defined around the delivered solution and its usage conditions. Technical issues are considered within this scope.
Contact channel and response time
The channel for submitting technical requests and the expected response time are clarified within the working arrangement.
Technical requests related to everyday use
Requests are considered alongside the solution in use and the issue encountered. The relevant task defines the scope of the review.
Working Process
Initial discussion and description of needs
Existing systems, daily workflows and the expected outcome are considered. This information provides the initial basis for the work.
Defining scope and work stages
Topics, work sequence and delivery expectations are clarified. Needs that arise later are assessed against the existing scope.
Delivery and support during use
Use and support arrangements are considered at delivery. The contact channel and expected response time are defined.
FAQ
What should we prepare for the first discussion?
A list of the systems you use, how the work runs today and the outcome you expect are enough to start. The details become clear together in the discussion.
How is the price determined?
A separate proposal is prepared for each project after assessing the scope, technical requirements, connections to existing systems and delivery expectations.
Is the work done remotely or on site?
It depends on the work. Most software work can be done remotely; infrastructure and device reviews may require on-site work.
Can it work with our existing systems?
Solutions are usually designed to work alongside existing systems rather than replace them. Connection options are reviewed in the first assessment.
How does support work after delivery?
Support scope, request channel and response time are agreed at the start of the project and put in writing at delivery.
Where is our data kept?
Where data is kept is decided separately for each project, based on the organisation's needs, the nature of the data and regulation, and is set out in writing.
Resources
Guides and explainers on topics that often come up in support.
Perspective
Why support arrangements should be agreed at the start
A solution proves its value not on handover day but through months of smooth use. When support scope, request channel and response time are agreed at the start of a project, nothing is left unclear after handover.
Guide
How to clarify scope in a software project
Many software project delays come from assumptions accepted without being written down. Clarifying scope means writing who does what, in which order, and what is left out.
Explainer
Backup and restore testing
Taking backups is only half the job; the real question is how quickly, and from which point, data can be brought back when needed. Why the 3-2-1 rule and regular restore tests belong together.
Perspective
Why multi-factor authentication should be the default
A stolen password alone should never be enough to open an account. For business accounts today, multi-factor authentication is not an optional extra but a basic setting.
Explainer
Contact forms and personal data
Even the smallest form on a website collects personal data. Asking only for what is needed, informing users clearly and transmitting data securely is a good place to start.
Guide
How to build a technology roadmap
A roadmap is not a shopping list but an order of decisions. Starting from today's situation, it shows which step comes first, why, and how each step affects the next.
Contact / Request
Description of needs for a new project
The contact form includes a brief description of the purpose, existing systems and expected outcome.
Technical request about an existing solution
The solution in use, the issue encountered and the task where it occurs provide the context for the technical request.
New needs within an existing project
A task or feature proposed for an existing project. The purpose of the change and the relevant workflow are considered together.
Contact and requests
The contact form covers new work and technical issues with an existing solution. A brief description of the need provides a starting point for assessment.
Contact for general enquiries
Questions about solution areas, the working process and scope. They can be submitted through the contact form with a brief description.
Requests about an existing project
A technical issue or new need related to the project. The contact form identifies the relevant solution and task.
Contact form for new work
A new application, infrastructure project or analysis. The purpose and current conditions are outlined in a brief description of needs.