Maintenance and support
Determinds provides maintenance and support services that keep your software, APIs, and cloud infrastructure performing at peak, with 24/7 monitoring, preventive maintenance, and guaranteed SLAs. Twenty systems are supported under an active SLA today, each by the team that built it.
01 Service levels
Guaranteed SLAs, written into every agreement
Every Determinds maintenance engagement is backed by a written service-level agreement covering response times, uptime commitments, and performance standards.
| Priority-one resolution | 2 hours contracted, with a 1.25-hour median in practice |
|---|---|
| Contracted uptime | 99.99%, with 99.992% achieved over the past twelve months |
| Systems supported under an active SLA | 20 |
| Preventive maintenance | Around 80% less engineering effort on preventive maintenance |
02 What the retainer covers
Your applications and infrastructure, maintained by one team
Monitoring and alerting
24/7 monitoring of application performance, database health, API latency, security posture, and business metrics, with intelligent alerts routed by severity through Grafana, Prometheus, and Amazon CloudWatch.
Releases and scaling
Updates and feature rollouts through CI/CD pipelines designed for near-zero downtime, using blue-green and canary deployments with automated rollback runbooks.
Security patching
Upstream advisories are tracked continuously and critical patches applied within the SLA window, following CISA’s Known Exploited Vulnerabilities Catalog and the OWASP Top 10.
Continuity and recovery
Backups, multi-region failover, and recovery runbooks aligned with the NIST Cybersecurity Framework, with recovery targets written into the SLA and drills held every quarter.
Incident management
A ticketing platform that prioritizes and tracks every request, with clear severity definitions, escalation workflows, and blameless post-incident reviews that drive continuous improvement.
Retainers
Monthly or quarterly retainers with a transparent hour allocation, and preventive work, dependency upgrades, and performance tuning included as standard.
03 Your support team
Supported by the team that built it
Support at Determinds is provided by the engineers who design and build your systems, so every escalation, from an API integration to an AI feature, reaches someone who knows the codebase, your business context, and your production environment.
We maintain the full stack we deliver, covering backend services, database tuning, cloud infrastructure, CI/CD pipelines, websites, mobile applications, and AI workflows, with one accountable team across every layer.
04 Our approach
Problems resolved at their root cause
Root-cause resolution
Every incident is traced to its underlying cause and documented, so each fix resolves the source of the problem.
Preventive work as standard
Optimization, dependency upgrades, security hardening, and performance tuning are included in every retainer.
Infrastructure as code
Cloud-native patterns and Terraform-managed infrastructure let your systems scale seamlessly with your growth.
Reporting
Monthly reports, live status dashboards, and a shared Slack or Microsoft Teams channel keep your stakeholders informed on system health and upcoming work.
Upgrades
We recommend framework versions and new capabilities as they mature, extending the useful life of your system.
Roadmap guidance
Insights from maintaining your system feed directly into your technology roadmap.
05 Frequently asked
Questions about maintenance and support
What does a maintenance retainer include?
A Determinds maintenance retainer includes 24/7 monitoring and alerting, security patching and dependency upgrades, bug fixes, minor enhancements, deployment management, performance tuning, incident response under the SLA, and a monthly report. Larger features are scoped separately, so routine maintenance always keeps its dedicated capacity.
Is support available around the clock, with guaranteed response times?
Yes. Determinds provides 24/7 support under an SLA with written targets, including a 2-hour contracted resolution for priority-one incidents, with a median of 1.25 hours in practice. Response tiers, on-call coverage, and escalation paths are set out in the Master Service Agreement.
Can Determinds maintain a system somebody else built?
Yes. Determinds regularly takes on systems built by other teams, starting with a technical discovery that covers a codebase audit, an infrastructure review, a security assessment, and a documentation gap analysis, so the scope is settled before the SLA is signed. Any component that needs work first comes with a remediation plan before the retainer starts.
How is a maintenance contract priced?
Determinds prices maintenance by the complexity of your stack, the SLA tier, the expected incident volume, and the proactive work included. Most engagements are fixed-fee monthly retainers with a clear hour allocation, which keeps your costs predictable and focuses our team on preventing incidents.
What is the difference between reactive support and proactive maintenance?
Reactive support responds once users report a problem, while the proactive maintenance Determinds provides finds and fixes issues before users see them. It combines monitoring, regular audits, and scheduled maintenance windows, and it is the model behind every Determinds retainer.
How quickly can a new engagement start?
Determinds onboards a new engagement in three stages: discovery and documentation review, then access, monitoring, and runbooks, then a staged handover. When a vendor transition, a launch, or a live incident needs attention sooner, emergency coverage starts while formal onboarding runs alongside it.
Maintenance and support
Technology that thrives long after launch
Talk to a Determinds engineer about maintenance and support for your systems, starting with a review of your monitoring, runbooks, and service levels.