Application Maintenance & SLAs
Nobody notices a roof that isn't leaking
Software rots the way stone weathers. Dependencies age, security holes open, platforms move, and small things compound quietly. You can leave it running, right up until you can't. Somebody has to point the joint before the water is already inside the wall.
Fabric report
condition · sound
99.9%
Uptime
38m
Avg response
0
Open issues
#2841 · Checkout error
priority: high
18 minutes inside the target, and not one user had to tell us. That report is the only reason you can see any of it happened.
The brief
It was never the outage. It was the joint nobody pointed.
01A library goes a version behind. Nothing happens.
02It goes three versions behind. Still nothing happens.
03A browser changes something. A page breaks for some users, on some devices, and nobody reports it.
04The version you're on stops receiving security patches. Nothing happens, visibly.
05Then something happens.
None of those steps was the emergency, and every one of them was cheap to fix on the day it happened. That's the whole argument for maintenance, and it's a bad argument to make on the day of the collapse, which is the only day anyone ever wants to have it.
What a plan is
Someone's always watching
Your app is monitored and cared for, so problems surface as alerts to us before they become outages for your users. The joint gets pointed before the water is inside the wall.
Response times in writing
Clear SLAs tell you exactly how fast an issue gets picked up. A schedule of works, with the times on it, that we're accountable to.
It keeps improving
Steadily updated, patched, and refined so it stays healthy as the world moves. Keeping it alive is the floor here, and we aim well above it.
What's covered
Six things the plan carries
Updates & compatibility
Frameworks, libraries, and dependencies kept current, so nothing breaks as platforms move underneath you. The ground shifts whether or not you're watching it.
Bug fixes
Issues diagnosed and fixed properly, including the ones that only appear in production, which are the ones you can't reproduce by wishing.
Security patches
Vulnerabilities patched promptly, so an old dependency doesn't become a breach. This is repointing: dull, cheap, and the entire reason the wall is still standing.
Monitoring
Uptime, errors, and performance watched around the clock, with alerts before users notice. The survey never really stops.
Small enhancements
The steady stream of tweaks and improvements that keep a live product moving forward, beyond merely intact.
On-demand support
A team on hand for urgent fixes and questions when yours needs another set of hands on the scaffold.
In the agreement
What's actually written down
An SLA is a promise about what happens when something goes wrong, so the useful parts of it are the ones with numbers and names attached. Priority levels are the item worth arguing over up front: they decide what counts as urgent before anyone is under pressure to agree.
- Defined response and resolution times, in writing
- Priority levels so the urgent gets urgent attention
- 24/7 monitoring with proactive alerting
- A named point of contact who knows your system
- Regular reporting on health and what we did
- Flexible plans sized to your app and needs
How we work
Taking on the fabric
Onboard
We learn your app, set up monitoring, and agree on the SLAs that fit your needs. You didn't have to build it with us. Most masons inherit the building.
Monitor
We watch uptime, errors, and performance continuously, catching issues early, which is the only time catching them is cheap.
Maintain
We patch, update, fix, and improve on a steady cadence, plus urgent fixes as needed. Cadence is what stops small things from compounding into structural ones.
Report
You get regular visibility into your app's health and everything we've done, because quiet work is invisible unless somebody writes it down.
The thinking behind it
Six things we'd say before the first invoice
You can leave it running. Right up until you can't.
Software rots without care: dependencies go out of date, security holes open, browsers and platforms change, and small issues compound. A plan means problems reach us as alerts instead of reaching your users as outages.
An SLA is a number, not a sentiment
Response and resolution times in writing, by priority. A critical outage gets immediate attention; a minor issue follows a defined timeline. You know what to expect when something goes wrong, without hoping somebody's free.
We'll maintain what we didn't build
We can take over an app built by someone else after a short onboarding to understand how it works, where the risks are, and what it's built on. Inheriting other teams' code is a normal part of what we do.
Maintenance and new features are different things
Maintenance keeps the app healthy: updates, patches, fixes, monitoring, small tweaks. Larger new features are separate work, and we'll always be clear which is which so there are no surprises on either side.
The plan should fit the building
We size it to your app, traffic, and how much support you need, and adjust as you grow. No getting locked into a tier that stopped fitting a year ago.
Quiet work still has to be visible
Maintenance done well is quiet, so the reporting is how you see the work that keeps things quiet: uptime, issues, everything we did, plus a named contact you can actually reach.
Why it pays
Your users stop finding the problems
Alerting means the first person who knows is us. That single change is most of what separates a maintained product from a merely launched one.
Old dependencies stop being a breach
Patched promptly, well before audit time. That's the difference between a routine update and an incident with your name on it.
You know what happens when it breaks
A written response time by priority, so an outage follows a process you've already agreed to. No scramble to find who's free.
The product keeps moving
Small enhancements on a steady cadence mean it improves quietly. Left alone, it decays quietly, and that one happens by default.
Selected work
Two builds somebody still has to keep
What you get
Every month, whether it was loud or quiet
A maintenance retainer is only as good as what's written down, which is why the response times and the named contact lead this list. The rest is the work; those two are what make it checkable in a month when something has gone wrong.
- SLAs with clear response and resolution times
- 24/7 monitoring and proactive alerting
- Security patches and dependency updates
- Bug fixes and small enhancements
- A named contact who knows your system
- Regular health and activity reporting
Industry expertise
Buildings we already keep
E-commerce & retail · Where an unpatched checkout is revenue, and the platform underneath it changes on somebody else's schedule.
Healthcare & clinical · Systems where a stale dependency is a compliance finding long before it's an outage.
Financial services · Applications under obligation, where the written response time is part of what makes running them permissible.
Logistics & distribution · Operational software that can't be down during the working day and is rarely free to be down outside it.
Professional services · Client-facing tools inherited from whoever built them, still load-bearing, and nobody left who wrote them.
SaaS platforms · Products where maintenance and enhancement blur, and the boundary needs to be stated up front before anyone argues about it monthly.
Condition · not yet surveyed
Let us look at what you've been leaving alone
We'll onboard it, find where the risks actually sit, and tell you what a plan should cover. You don't need to have built it with us. Inheriting other teams' work is ordinary here.
Why us for this
We take on other people's buildings
You don't need to have built it with us. A short onboarding to learn how it works and where the risks sit, and we'll carry it. That's ordinary work for us, and no favor.
We put the times in writing
Priority levels and response times you can hold us to. An SLA nobody is accountable to is just a reassuring paragraph.
We show you the quiet work
Uptime, issues, and everything we did, reported regularly. Maintenance is invisible when it's working, which is exactly why it gets cut by people who can't see it.
Working with Flaidex
A named contact, not a queue
Someone who knows your system and stays knowing it. Continuity is most of the value in maintenance work.
Honest about the boundary
Patches, fixes, and small tweaks are maintenance; a new feature is new work. We'll say which is which up front, both directions.
Plans that resize
Sized to your app, your traffic, and your actual support needs, and adjusted as those change, whenever they change.
Questions
Raised at every inspection
We launched. Can't we just leave it running?
You can, right up until you can't. Software rots without care: dependencies go out of date, security holes open, browsers and platforms change, and small issues compound. A maintenance plan means someone is watching and tending your app, so problems reach us as alerts before they reach your users as outages, and the product keeps improving while unattended ones quietly decay.
What exactly does an SLA guarantee?
It puts response and resolution times in writing, by priority. A critical outage gets immediate attention; a minor issue follows a defined timeline. You know exactly what to expect when something goes wrong, and we're accountable to it.
Do you only maintain what you built?
No. We can take over maintenance of an app built by someone else after a short onboarding to understand how it works, where the risks are, and what it's built on. Inheriting other teams' code is a normal part of what we do.
What counts as maintenance vs new work?
Maintenance covers keeping the app healthy: updates, patches, fixes, monitoring, and small tweaks. Larger new features are separate, and we'll always be clear about which is which so there are no surprises on either side.
Can plans scale with us?
Yes. We size the plan to your app, traffic, and how much support you need, and adjust as you grow. You won't be locked into a tier that no longer fits.
How do we know it's actually being looked after?
You get regular reporting on uptime, issues, and everything we've done, plus a named contact you can reach. Maintenance done well is quiet, so the reporting is how you see the work that's keeping things quiet.
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