Support agreement for websites and systems

What is a support agreement?

A support agreement, sometimes called a service agreement or SLA, is an arrangement where someone looks after your website or system after launch. You pay a fixed amount each month and in return you get a number of development hours, a guaranteed response time and ongoing maintenance.

Without an agreement every change becomes a new order, and nobody is responsible for making sure security updates and backups actually happen.

Included in all our support agreements

• Ongoing support for small requests, such as faults in functionality, quick troubleshooting and customer service matters.
• Minor adjustments that take at most 15 minutes per request. They do not use any hours.
• Faults in what we have delivered are always fixed at no cost.
• Security updates and software updates.
• Daily backups and monitoring of operational status.
• Support by email, WhatsApp and phone, weekdays 08 to 17.
• A monthly report of requests, hours and completed work.

Choose a level based on how much you develop

The levels differ in the number of development hours, the response time and how quickly critical faults are fixed. The hourly rate gets lower the more hours the agreement contains. Current prices and terms are shown on each agreement further up on this page.

A simple rule of thumb is to look at how much you changed in the solution over the past six months. If you mostly needed small adjustments the lowest level is enough. If you build further every month a higher level pays off quickly.

Small request, development hour and critical fault

• A small request is an adjustment that takes at most 15 minutes. It is always included.
• A development hour is used for new functionality, new pages, changed design or changed flows and for requests over 15 minutes. Unused hours are carried over for one month.
• A critical fault means that a central function is down, for example the website, the sign in or the payment. The time is counted within support hours.

Four things to check before you sign

1. 1What happens to hours you do not use? With us they are carried over for one month.
2. 2Is the response time a number or a promise to get back as soon as possible? Ask for a number.
3. 3How long is the commitment? Our agreements run until further notice with 3 months notice.
4. 4Do you get a report? A monthly report shows what you received for the money.

Did someone else build your solution?

Book a meeting and we will go through the code and tell you honestly whether we can take over support and what would need to be done first.