Engineering & Platforms
Software Maintenance & Support
Ongoing support for business applications after launch, including bug fixes, security patches, dependency updates, minor enhancements, performance monitoring and user support under agreed service levels.
Capability overview
What software maintenance & support involves
Software starts ageing the day it launches. Libraries publish security fixes, browsers and operating systems change, integrations update their APIs, users find edge cases and the business requests small improvements. Without planned maintenance, applications accumulate risk until an outage or security incident forces urgent, expensive work.
Maintenance and support plans provide a team that knows your application, a clear process for reporting issues, response times based on severity, monthly dependency and security updates, and an allowance for enhancements. We support applications we built and those built by others, after an onboarding review. Each month's work is visible in a shared ticket board and summary report, so you always know what changed in your application, why it changed and how much of the plan was used.
What is included
Support plan components
Corrective maintenance
Bugs investigated, fixed, tested and released with root cause recorded to prevent recurrence.
Security and dependency updates
Regular updates of frameworks, libraries and runtimes, with urgent patching for critical vulnerabilities.
Adaptive changes
Updates for changes in browsers, mobile operating systems, third-party APIs and regulatory requirements.
Minor enhancements
Small improvements and report changes delivered from a monthly allowance of development hours.
Monitoring and user support
Application health monitoring and second or third line support for issues escalated by your helpdesk.
How we work
How we deliver software maintenance & support
Onboarding review
Codebase, environments, documentation, access and known issues reviewed before support begins.
Service agreement
Severity definitions, response and resolution targets, support hours and communication channels agreed.
Ticket handling
Issues logged, prioritised, fixed and released through a controlled change process.
Preventive maintenance
Monthly updates, log reviews and performance checks carried out on a schedule.
Service review
Monthly report on tickets, updates, hours used, trends and recommended improvements.
Related capabilities
Related capabilities in Software & Product Engineering
Custom Software Development
Software built around the way your organisation actually works, for processes that packaged products handle poorly, delivered in short increments with source code, documentation and intellectual property owned by you.
Enterprise Application Development
Large, business-critical applications for many users, departments and locations, engineered for role-based security, audit trails, high availability, integration with core systems and a long operational life.
SaaS Product Development
Building subscription software products for many customers, including multi-tenant architecture, self-service sign-up, subscription billing, usage analytics, admin tools and the release practices needed to improve the product weekly.
Software Product Engineering
Software Product Engineering within our software & product engineering services, scoped after a short discovery conversation.
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Questions & answers
Questions about Software Maintenance & Support
Cannot find what you need? Our team responds to technical and commercial questions within one business day.
Ask a questionYes. An onboarding review assesses code quality, documentation and risks, and any critical issues found are addressed before regular support starts.
Response times depend on severity and the chosen plan. Critical production issues receive the fastest response, including out-of-hours cover when agreed.
Plan terms define this. Some plans allow limited carry-over, while others convert unused hours into preventive work such as test coverage or performance improvements.
A fixed monthly fee based on application size, support hours, response times and included enhancement hours, with larger changes quoted separately.
Next step
Discuss software maintenance & support with Acmez
Share what you need to change, build, integrate or support. We will map the practical next step.