08Услуги
SLA support and maintenance for IT systems
Incidents · enhancements · maintenance · reply within 15 min
Do you need a one-time audit rather than monthly support? express audit in 1 hour
Cases
Supported projects
Updates, improvements and stability of products in production.
Who needs support?
After delivery of our project
The warranty window has ended or is ending - we need a constant channel for bugs, updates and small features.
Someone else's code in production
The product is already working, but the previous contractor is unavailable. We hire you for support after a short diagnostic of access and stack.
Business with revenue from website/service
Downtime costs more than a developer’s hour: P1/P2 priorities are needed, and not “we’ll do it when we’re free.”
SLA support rates
Monthly retainer: response according to SLA + package of hours for bug fixes and improvements. We fix the exact scope and window of work in the annex to the contract.
| Пакет | Что входит | Цена | Срок |
|---|---|---|---|
| Start | Up to 20 hours/month · response to P1 on a working day · bugfixes and minor corrections · support chat | from $682/mo | monthly tariff |
| Business | Up to 40 hours/month · reaction to P1 2-4 hours · improvement sprints · weekly status | from $1,364/mo | monthly tariff |
| About | Up to 80 hours/month · priority queue · extended window · roadmap and releases | from $2,500/mo | monthly tariff |
Hours in excess of the package - at the agreed rate. We include large features and refactorings in a separate estimate. We will select a tariff within 1-2 days after the brief on stack and load.
08SLA support
We support the project after completion
After launch, the product should not remain without an owner. We take a website, web service, bot or mobile application for SLA support: we respond to incidents, fix bugs, make minor improvements from the watch package and keep the infrastructure in working order.
This is not consulting or a one-time audit. This is monthly technical support with an understandable tariff, response time and report - so that the product does not “break down in silence”, but develops predictably.
What's included in support
The composition depends on the tariff. There is one base: incidents, stability and a clear communication channel.
Incident response
P1 (unavailability, data loss, blocked payment) and P2 - according to the tariff response time. We fix the channel and escalation in the contract.
Bugfixes and hotfixes
We fix defects in the product, roll out hotfix to staging → cont. Critical - out of the queue for improvements.
Package of hours for development
Small features, UI edits, dependency updates, integration edits - from the tariff clock with a transparent tracker.
Monitoring and infrastructure
We monitor uptime and errors (if we have infrastructure or accesses are agreed upon). Alerts and analysis of crashes.
Releases and reporting
Planned calculations, a checklist before the release, a monthly report: hours, incidents, backlog for the next month.
SLA support vs “on request” / freelancing
A one-time edit is convenient as long as there are few incidents. The tariff is needed when the product is in production: response time, priorities and a team that already knows your code are important.
| Freelancing / one-time tasks | SLA JimmyNeuron | |
|---|---|---|
| Reaction speed | When the performer is free; queues without obligations | SLA for P1/P2 in the contract, clear escalation channel |
| Product context | Each time we “re-acquaint ourselves” with the code | The team knows the stack, accesses and incident history |
| Budget | Unpredictable bills for every edit | Fixed tariff + transparent hour consumption |
| Quality | Depends on one person; without review by default | Review, CI/CD, “what’s done/what’s in queue” report |
| When to choose | One edit, no urgency, no users in production | Product with leads/revenue, needs SLA and monthly development |
You can start with the “Start” tariff for 1-2 months and switch to “Business” or “Pro” when regular improvements appear. One-time express audit - separately in the products section: /products/express-audit.
How to connect support
- 01
Brief and access
Repository, staging/prod, monitoring, responsible. Short call on critical scenarios.
- 02
Tariff selection
Start / Business / Pro - under load and expectations according to SLA. We fix it in the annex to the contract.
- 03
Channel and tracker
Chat/tickets, P1-P3 priorities, escalation rules. Tasks are visible to the customer.
- 04
Monthly cycle
SLA incidents, hours spent, status and plan for the next month. Closing through EDF.
What we work with
We support the stack on which we deliver projects: web, API, bots and containers. Someone else's stack - after a short diagnostic.
Next.js
Websites and web applications on Next.js: SSR incidents, deployments, first screen performance and changes in production without downtime.
Node.js
API and background services: queues, webhooks, integrations with CRM and payments - we monitor errors and fix them according to priority.
PostgreSQL
Backups, slow queries, schema migrations - within the hours of the tariff or a separate estimate for major refactoring.
Docker
Staging and production containers: identical environment, predictable releases and quick rollback in case of an incident.
GitHub Actions
CI/CD for safe deployments: tests and deployment in the pipeline, fewer manual errors during hotfix.
Lighthouse
Control of Core Web Vitals and accessibility after edits - so that support does not degrade SEO and speed.
FAQ
Technology infrastructure
SLA support after delivery
Consulting and express audit - one-time sessions with recommendations (see /products/express-audit). SLA support - monthly rate: response to incidents, bug fixes and a package of hours for improvements. You pay for team availability and response time commitment, not for “advice by the hour.”
All plans include a support channel, incident priorities and a hours package. Start - up to 20 hours/month and reaction to P1 on a working day (from $682/month). Business - up to 40 hours/month and response 2-4 hours to P1 (from $1,364/month). Pro - up to 80 hours/month, priority queue and extended window (from $2,500/month). The exact SLA and work window are in the annex to the contract.
Yes. After the brief and access, we do a short diagnostic of the repository and infrastructure, fix the risks and offer a tariff. Without understanding the stack and critical scenarios, we don’t go into production with an SLA.
P1 - site/service unavailable, data loss, blocked payment or critical scenario for business. On the Business tariff and above, the reaction target is 2-4 hours in the agreed window; at Start - during the working day. P2/P3 are queued according to priority and tariff hours.
We will agree on additional hours at the rate from the contract or we will offer to switch to the next tariff. Large features and refactorings do not “eat up” the entire package silently - we include them in a separate Fixed Price or T&M assessment.
Monthly: hours spent, closed incidents, list of improvements and backlog. We work with legal entities and individual entrepreneurs: agreement, invoice, act through EDI. Unused hours are not transferred by default - the conditions for transfer can be specified separately.
Yes. Our projects are subject to a warranty window for defects of the agreed scope (usually 1-3 months in the development contract). After the guarantee, switch to an SLA support tariff to maintain response and development.
Technical support of the site according to SLA: response to incidents, bugfixes, monitoring, package of hours for improvements. Tariffs from $682/month. Suitable after our release and for third-party projects after audit.
SLA support and maintenance of IT systems: response to incidents, monitoring, bugfixes, package of hours for development. You can use our or third-party systems after an audit of the IT infrastructure.
Yes: automation of business processes through improvements, integrations and an AI layer. If you need a strategic outline - AI consulting and digital transformation in the consulting direction.
Tasks in a transparent tracker with access for your PM. For the retainer - a report: hours written off, what has been done, what is in progress, the plan for the month. We note P1 incidents separately from planned improvements.
Hotfix and planned releases through staging and checklist. Critical fixes are out of the feature queue. Where CI/CD is configured (GitHub Actions and analogues) - we use a pipeline to reduce the risk of manual deployment.
Yes. Upgrade/downgrade from the next billing period. We discuss the pause individually: without an active tariff, SLA obligations do not apply.
Major new functionality, complete redesign, migration to another stack from scratch and marketing promotion. These are separate services or estimates. Consulting and express audit - in the products section.
Other services
- 01→
Web applications
Custom web apps, client portals, and platforms
- 02→
Turnkey website development
Turnkey websites and online stores: design, SEO, forms, analytics
- 03→
Online stores and booking
Store or online booking for salons and services: catalog, payments, CRM
- 04→
ERP/CRM business platforms
Custom ERP/CRM instead of Excel: portal, 1C, and APIs for your processes
- 05→
iOS and Android apps
MVP in the stores: native or cross-platform, backend and analytics
- 06→
Telegram bots
Bots for leads, CRM, support, and Mini Apps — turnkey launch
- 07→
AI agents and AI integration for business
AI agents and AI integration: digital employees, RAG, bots, and automation
