Incident Response and Bug Fixing
Severity-based triage, root-cause analysis and fixes for production issues, with clear escalation paths and communication so outages are contained quickly and the same issues do not recur.
Maintenance and Support Services
Proactive Software Care That Keeps Systems Running
RixlSoft keeps your web, mobile and backend systems secure, stable and current with monitoring, incident response, dependency upgrades and continuous improvements, so your team can focus on growth instead of firefighting.
99.9%
Uptime SLA target for supported systems
1hr
Target response time for critical incidents
30%
Typical reduction in recurring incidents
Maintenance & SupportOngoing system care
Tech we use
24+ tools
SentryDatadogGrafanaPrometheus
React
Node.js
Python
PHP
Laravel
WordPress
.NET
AWS
Microsoft Azure
Docker
Kubernetes
Linux
NGINX
Cloudflare
PostgreSQL
MySQL
MongoDB
Redis
Jira
GitHub ActionsMaintenance & Support
Reliable Support for Critical Software
Launching software is only the beginning. Frameworks age, dependencies expose vulnerabilities, traffic patterns shift and users request improvements. Our maintenance and support teams take ownership of that ongoing work, combining proactive monitoring, scheduled upgrades and fast incident response under clear service levels. We support systems we built as well as applications inherited from other vendors or internal teams.
Every engagement starts with a technical health check, so we understand your architecture, risks and priorities before committing to response times. From there, you get predictable monthly costs, a named support lead and regular reporting on incidents, upgrades and system health.
- Defined SLAs with severity-based response
- Proactive monitoring and alerting
- Security patches and dependency upgrades
- Monthly health and activity reports
99.9%Uptime SLA target for supported systems
What We Offer
Maintenance & Support Services
Comprehensive capabilities covering every stage of your Maintenance & Support journey — delivered by senior specialists.
Application Monitoring
Uptime, error and performance monitoring with Sentry, Datadog or Grafana, configured with meaningful alerts that detect errors and degradation before your users notice or report it.
Upgrades and Dependency Management
Planned framework, runtime and library upgrades that keep your stack supported and secure, tested thoroughly to avoid regressions and steadily reduce long-term technical debt across the codebase.
Security Patching
Regular vulnerability scanning, patching of operating systems and packages, and remediation of security findings to reduce exposure and support your regulatory, contractual and compliance obligations.
Performance Optimisation
Profiling of slow queries, endpoints and page loads, followed by targeted fixes to caching, database indexes and code paths that improve speed and lower infrastructure costs.
Small Enhancements
A monthly allocation of engineering hours for minor features, content changes and usability improvements, so your product keeps evolving without launching a separate project or procurement cycle.
Why RixlSoft
Why Choose Us for Maintenance & Support
Senior engineers, transparent delivery and AI-first thinking — the difference between shipping software and building an asset.
Clear Service Levels
Agreed response and resolution targets for each severity level, backed by on-call coverage for critical systems and transparent reporting on performance against those targets.
Legacy Code Takeover
We regularly take over applications built by other vendors, documenting architecture and stabilising the codebase so support becomes predictable rather than reactive.
Predictable Monthly Costs
Fixed monthly plans with defined hours and coverage replace unpredictable emergency invoices, making ongoing software ownership easier to budget and justify.
Knowledge Retention
Runbooks, architecture notes and incident records are maintained continuously, so system knowledge stays with your organisation rather than in individual engineers.
Our Process
How We Deliver Maintenance & Support
A proven, transparent process with clear deliverables at every stage — so you always know what's done, what's next and why.
01
Technical Health Check
We audit code quality, infrastructure, dependencies, security posture and monitoring coverage to understand current risks and establish a documented baseline.
Health Check ReportRisk RegisterPriority List
02
Knowledge Transfer and Onboarding
We gather access, documentation and context from your team or previous vendor, then set up environments and verify we can deploy safely.
Access InventoryRunbooksDeployment Guide
03
Monitoring and SLA Setup
We configure monitoring, alerting and ticketing workflows, and agree severity definitions, response targets and escalation contacts for your support plan.
Monitoring DashboardsSLA DocumentEscalation Matrix
04
Ongoing Support Operations
Our team handles tickets, incidents, patches and planned upgrades each month, prioritising work with you and keeping stakeholders informed throughout.
Ticket LogRelease NotesIncident Reports
05
Continuous Improvement Reviews
Monthly reviews analyse incidents, performance and technical debt trends, turning recurring issues into prioritised improvements that steadily reduce support effort.
Monthly ReportImprovement BacklogRoadmap Update
Technology Stack
Tools & Platforms We Master
Proven, production-grade technology chosen for your requirements — never for hype.
SentryDatadogGrafanaPrometheusReactNode.jsPythonPHPLaravelWordPress.NETAWSMicrosoft AzureDockerKubernetesLinuxNGINXCloudflarePostgreSQLMySQLMongoDBRedisJiraGitHub ActionsEngagement Models
Flexible Ways to Work Together
Choose the model that matches your scope, budget and pace — and switch as your needs evolve.
Essential Support Plan
Monitoring, security patching and bug fixes during business hours with defined response targets for smaller applications.
Discuss this modelManaged Support Retainer
Extended coverage with on-call incident response, monthly upgrade work and a pool of hours for enhancements.
Discuss this modelTime & Material
Ad-hoc support billed by the hour for one-off fixes, audits or upgrade projects without a monthly commitment.
Discuss this modelIndustries
Industries We Serve
Healthcare & Pharma
Digital health & clinical platforms
Banking & Fintech
Payments, lending & financial platforms
Retail & E-Commerce
Commerce platforms & automation
Logistics & Ops
Supply chain & route optimization
Enterprises
Modernization at scale
Education Technology
LMS, AI tutors & learning tools
FAQs
Frequently Asked Questions
Everything you need to know about our Maintenance & Support services. Can't find an answer? Talk to our team.
Ask an ExpertWhat affects the cost of a support plan?
Cost depends on system complexity, the number of applications and environments, required coverage hours, response time commitments and the monthly hours allocated to enhancements. A single marketing site on business-hours support costs much less than a critical platform with round-the-clock on-call coverage. We size plans after the initial health check.
Can you support software built by another vendor?
Yes, and it is one of the most common requests we receive. We start with a code and infrastructure audit, gather whatever documentation exists, and run a structured knowledge transfer. Where documentation is missing, we create it as we go, so your system becomes easier to support over time.
How quickly do you respond to critical incidents?
Response times are defined per severity in your service level agreement. For critical production outages on managed plans, we target a response within one hour, with on-call engineers available outside business hours. Lower-severity issues are handled within agreed business-day windows and prioritised together with your product owner.
Do unused support hours roll over?
On most managed retainers, a portion of unused enhancement hours can roll over to the following month within agreed limits. This keeps the plan fair when a quiet month follows a busy one. Specific rollover terms are set in your agreement so budgeting and expectations stay clear on both sides.
Will we still own our code and infrastructure?
Absolutely. Your code stays in your repositories and your infrastructure stays in your cloud accounts. We work with access you grant and revoke, and all documentation, runbooks and scripts we produce belong to you. If you ever move support in-house or elsewhere, we provide a full handover.
Explore More
Related Services
Cloud Maintenance
Monitoring & optimization
Learn more
DevOps & CI/CD
Pipelines & infrastructure
Learn more
Quality Assurance
Testing & QA automation
Learn moreReady to start your Maintenance & Support project?
Book a free discovery call. We'll map your goals, suggest the right approach and give you a clear estimate — no obligation.
Get In Touch
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Tell us about your project — whether it's an AI system, a game, an AR experience, or a complete platform. We'll schedule a free discovery call and show you exactly what's possible.
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