What you get
Included in every support & amc engagement
- Tiered SLAs (P1 / P2 / P3) with response-time commitments
- Email, phone, and WhatsApp channels — same team, same context
- Monthly health reports: performance, incidents, upgrade readiness
- Quarterly upgrade planning and compatibility testing
- On-call rotation for critical incidents outside business hours
- Included minor customization budget so small asks don't need a quote
Process
How the work runs
1
Onboarding audit
We inventory your current setup: modules, customizations, integrations, historical issues.
2
SLA definition
We agree what P1 / P2 / P3 mean in your context and the response times attached.
3
Ticket triage
Every ticket gets a class, an owner, and a target within one business hour.
4
Resolve
Fix in staging first when scope allows. Root cause noted for the monthly report.
5
Report
Monthly summary of tickets, incidents, response times, and what's coming up.
Common questions
About support & amc
What does a P1 mean?
Production down or blocking critical business function — invoices can't post, warehouse can't ship, POS is offline. Response within 30 minutes, 24/7.
Do you support modules others built?
Yes. Part of onboarding is auditing what's there. If code quality blocks reliable support, we flag it and quote the cleanup separately.
How is pricing calculated?
Annual retainer based on user count, custom module footprint, and SLA tier. Predictable — no surprise invoices for tickets that take a bit longer.
What if we need a new feature?
Small changes (a report tweak, a field addition) come out of your included customization budget. Larger scopes get quoted as short customization engagements.
Ready to talk support & amc?
A short call to understand your context, and an honest answer on whether we're a fit.
Book a discovery call