What's new in our managed support plans

A summary of recent improvements to our support offering and how they change the day-to-day service.

Our managed support plans are built around one principle: support should remove friction from your team, not add to it. Recent changes to the offering reflect feedback from the clients we support day to day.

Response times are now defined per plan and set out in writing at the start of the engagement, so expectations are clear from the first invoice.

Every issue resolved is logged, and recurring problems trigger a proactive recommendation rather than a repeat fix. If the same fault keeps appearing, the plan should remove the cause — not just handle each occurrence.

Monitoring and maintenance are now a scheduled part of every contract rather than an optional extra. Regular checks reduce the surprises that unplanned downtime causes.

Plans remain per-engagement and per-contract. Coverage areas, response-time targets and the exact scope of each plan are agreed and documented before any work begins — we do not sell one-size-fits-all support.

If you are on an existing plan and would like a copy of the updated terms as they apply to you, get in touch and we will walk you through what changed.

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