24/7 support for existing software
Support for the software your business already depends on
Your developer has left, your supplier has stopped, or your app simply keeps breaking. We assess the software, take it over in a controlled way, and then maintain and monitor it, with coverage and response times agreed in writing.
- First step
- An assessment of your software
- Coverage
- 24/7, all incidents
- Critical response
- Within 1 hour
Common situations
Most customers come to us with one of these
Our developer has left
The person who built and maintained your software is gone, and so is most of what they knew.What to do nextOur app keeps failing
Errors, outages or slowdowns keep coming back, and fixing the symptom never seems to fix the problem.What to do nextOur supplier no longer supports our software
The company that built your software has stopped supporting it, disappeared or ended the relationship.What to do next
What we support
Types of software we take over
Web applications
Portals, dashboards and business platforms used in a browser.APIs and backend services
The services and integrations behind your apps and websites.Mobile apps
iOS and Android apps, including their backends and store listings.Databases
Backups, performance, data integrity and version upgrades.Cloud hosting
Servers and cloud services, and the accounts and costs behind them.Third-party integrations
Connections to ERP, CRM, payment, email and messaging services.Deployment pipelines
How code gets from the repository to production, safely.Legacy business applications
Older systems that still run critical processes. Whether we can support one depends on the assessment.
Technologies our team has delivered work in
- React and Next.js
- Angular
- TypeScript and JavaScript
- Node.js and GraphQL
- .NET
- Ruby on Rails
- Python
- Go
- PostgreSQL and MySQL
- Firebase
- Strapi
- Microsoft Azure
- SharePoint, Teams and Power Automate
- AFAS
- Shopify and WooCommerce
Not on the list? Ask us. The assessment will tell us both whether we are the right team for it.
Step one
It starts with an assessment
We do not agree to support software we have not looked at. The assessment is a fixed-scope review of the code, hosting, dependencies and risks, ending in a written report you keep whether or not you continue with us. What the assessment covers
Takeover
How we take over your software
Initial discussion
What the software does, who depends on it, what is going wrong and what you still have access to.Preliminary assessment
A first look at the risks and a proposal for the full assessment, so you know its scope and cost up front.Access and documentation review
Once an agreement is in place, you grant the access the assessment needs. We review what documentation exists.Code and infrastructure inspection
How the software is built, where it runs, how it is deployed and what it depends on.Risks and dependencies
Security gaps, outdated components, single points of failure and anything tied to the previous developer or supplier.Stabilisation plan
What needs fixing before ongoing support makes sense, in priority order, for your approval.Support scope agreed
Coverage hours, incident priorities, response times, inclusions and the monthly fee, agreed in writing.Handover into support
Monitoring is switched on, contact channels are set up and we take responsibility as agreed.
Incident management
How incidents are prioritised
| Priority | What it means | Response target |
|---|---|---|
| P1 · Critical | Production is down or unusable for most users, or data is at risk. | Within 1 hour |
| P2 · Major | An important function fails and there is no reasonable workaround. | Within 4 hours |
| P3 · Degraded | Something is slow or broken, but people can keep working. | Within 24 hours |
| P4 · Routine | Small fixes, updates, questions and planned changes. | Within 2 business days |
Response time
How quickly an engineer picks up the incident and confirms it to you. This is what we commit to per priority.
Resolution time
How long the fix takes. It depends on the cause, which may sit outside the software, so it is not a guaranteed deadline. We keep you updated until the incident is closed.
Monitoring and contact
How problems reach us, and how you reach us
Monitoring
Where the plan includes it, uptime and error monitoring alerts our team, often before your users notice.Reporting an incident
Your support agreement names the channels for reporting incidents. Every channel is covered 24/7.Everything else
Questions about plans and contracts go to sales@dev-up.io or our office, Monday to Friday, 09:00 to 17:00.
Fees
What the monthly fee covers
What a support plan can include
- Monitoring of uptime and errors, with alerts to our team
- Incident handling around the clock, 7 days a week, by priority
- Security updates and dependency upgrades
- Bug fixes in existing functionality
- Oversight of hosting, backups and certificates
- A set number of engineering hours for small changes
- Regular reporting on incidents and work done
Billed separately
- New features and larger changes, quoted as a project
- Engineering time beyond what the plan includes
- Hosting, licences and other third-party costs
- Work to recover from issues outside the agreed scope
Your plan lists exactly which of these are included and how much engineering time is covered.
Evidence
Software we have stabilised and supported
Dutch legal claims platform · Legal ServicesClaim deadlines that chase themselves
Staff no longer track medical follow-ups by hand: reminders schedule, resend and cancel themselves
Read the case
HVK Stevens · Legal, Tax & Financial AdvisoryClient files that file themselves, in Teams and AFAS at once
Document management for clients now runs through SharePoint and Teams, the tools the firm already uses
Read the case
“The integration of SharePoint, Teams and AFAS has transformed our document management process. dev-UP removed the administrative hurdles and gave us the flexibility to reach our documents straight from Teams.”
Trusted by organisations that cannot afford to get software wrong
FAQ
Questions about software support
Can you support software developed by another company?
Yes. That is what this service is for. We start with an assessment so we both know what we are taking on before you sign a support agreement.
Do you assess the software before taking over support?
Always. We do not agree response times on software we have not seen. The assessment is a separate, fixed-scope engagement with a written report you keep either way.
Is support really 24/7?
Yes. Incidents of every priority are picked up around the clock, 7 days a week. Critical incidents get a response within 1 hour. The response time for each priority is in the table above and in your support agreement.
What is the difference between response time and resolution time?
Response time is how quickly an engineer starts working on an incident and tells you so. Resolution time is how long the fix takes, which depends on the cause. We commit to response times; we do not promise fixed resolution times, because some causes lie outside the software or take investigation to find.
Which technologies do you support?
The technologies listed on this page are ones our team has delivered work in. Software built on something else is not ruled out; the assessment tells us whether we can support it well, and we will say so if we cannot.
What if the code is poorly documented?
That is common. Documenting the system is part of the takeover, so the next person, at dev-UP or elsewhere, does not start from zero again.
Would you ever recommend rebuilding instead?
Yes, if maintaining the software would cost more over time than replacing it. The assessment makes that comparison explicit, and a rebuild is then quoted as a separate fixed-price project.