We run our own products, so we live with our own decisions. When a dealer cannot log in on a Sunday, that is our phone ringing. It has made us unusually interested in the boring parts of software: backups that have actually been restored from, monitoring that fires before a customer notices, and update routines that do not break things.

Support arrangements are written down with a defined response time. A support promise without a number attached is not a promise.

What this covers

Cloud hosting setup, sizing and cost management
Deployment pipelines and staging environments
Automated backups, with restores tested rather than assumed
Uptime and error monitoring with alerting
Security patching and dependency updates
Defined response times, agreed in writing
Ongoing development after launch, not just break-fix

How engagements work

Assessment

What you run now, where it is hosted, and what would happen if it stopped.
Hardening

Backups, monitoring and access control brought up to standard first.
Agreement

A written arrangement with response times and a named point of contact.
Ongoing

Patching, monitoring and a regular review of what should change next.