Maintenance, support and SRE
Tankar runs software after launch, whether or not Tankar built it. A maintenance plan covers monitoring and alerting, incident response with agreed response times, security patching and dependency upgrades, small changes and a budget of improvement work each month. Every plan has a named contact, an escalation path to a director within 24 hours, and a monthly report that shows what happened rather than that everything is fine.
Measure before promising
A takeover starts by putting monitoring, alerting and error tracking in place, because a promise about uptime made before anyone was measuring it is not a promise worth signing.
A named person, and a way past them
Every plan has a support engineer who knows the system, a backup engineer with the same access, and an escalation to a director within 24 hours. Support that depends on one person's availability is not support.
The report says what happened
Uptime, incidents and their causes, changes released, patches applied and what should be done next. A monthly report that only ever says everything is fine is a report nobody reads.
Typical engagements
What this service usually produces, as deliverables rather than adjectives.
- An SLA-backed support plan for a live web or mobile product, with agreed response times by severity
- Monitoring, alerting and on-call setup for a system that currently has none
- Security patching and dependency upgrades on a schedule, with the release notes reviewed
- A monthly budget of small changes and improvements alongside the support work
- Takeover of a system built by another supplier, starting with an assessment and a runbook
- Reliability work on a system that is up but slow, unstable or expensive to run
How it runs
The stages this service goes through, and what you see at each one.
Takeover
Access, architecture, dependencies, hosting and known issues reviewed, and a runbook written. Where Tankar built the system this happens at handover instead.
Baseline
Monitoring, alerting and error tracking put in place so the current state is measured before anything is promised about improving it.
Agreement
Severity levels, response times, hours of cover, escalation and the monthly change budget written into the plan.
Operate
Alerts triaged, incidents handled to the agreed times, patches applied on a schedule, and small changes delivered from the monthly budget.
Report
A monthly report covering uptime, incidents and their causes, changes released, patches applied and what is recommended next.
Review
A quarterly review of the plan against what actually happened, so the cover matches the system rather than the contract signed a year ago.
- Team shape
- A named support engineer who knows the system, a backup engineer with the same access, and a director as the escalation point.
Stack for this service
The technologies this work is usually built on, and why each one is used here.
| Technology | Why we use it here |
|---|---|
| Sentry | Errors reach the team with the stack trace and the affected user count, rather than through a support ticket days later. |
| Uptime and synthetic checks | The main user journeys are exercised from outside on a schedule, so an outage is detected before a customer reports it. |
| Cloud-native monitoring and alerting | Metrics and logs stay in your cloud account, and alerts route to the on-call engineer with a runbook link attached. |
| Dependabot or Renovate | Dependency updates arrive as pull requests against the test suite, which keeps patching routine rather than a project. |
| Terraform | Infrastructure changes are reviewed and reversible, which matters most when a change is being made under incident pressure. |
Selected work
Case studies where this service carried the engagement. Only outcomes with a source are shown.
Own productGovernment and public sectorTenderBazaar: tender discovery and alerts for Indian SMEs
A tender discovery platform that collects listings from central, state and municipal portals into one searchable feed with daily alerts.Services: SaaS product development, Mobile app development and 1 moreRead the case study
Anonymised clientLogisticsBooking and workforce scheduling for a home-services business
A booking and scheduling platform that assigns jobs to service partners by skill, area and availability without double-booking anyone.Services: Custom software development, Mobile app development and 1 moreRead the case study
Engagement models that fit
Maintenance is a monthly retainer sized by the system and the hours of cover, with a change budget included.
Questions buyers ask
What buyers ask most about this service, answered before the first call.
Tell us what you are building.
NDA on request. Written estimate within 48 hours of a scoped call. Reply within one business day.