The site stays up
Uptime monitoring catches an outage within minutes. We find out first, not you, and fix it immediately.
Technical support
Technical support for websites and systems
A website that works today is not one that can be left alone. Un-updated systems break, data without backups is lost and a slow site loses customers. We watch for that and head it off.
- 200+ delivered projects
- IT Park resident
- We also take on systems built by others
- Monthly terms, cancellable any time
What is technical support and why do you need it?
What is technical support?
Technical support is the ongoing monitoring, updating, backup and troubleshooting that keeps a website or system running reliably, securely and quickly.
Work does not end when a website or system is delivered. Browsers update, vulnerabilities surface, hosting settings change and content goes stale. Left unattended, a site slows down within a year, breaks on mobile or gets attacked — and it usually becomes apparent at the worst possible moment.
Technical support is not 'call someone when it breaks'. It is continuous observation: is the site up, how fast is it, are backups running, are security updates installed, are there errors. Most problems are closed before a customer ever notices.
Innosoft Systems supports both our own projects and systems built by other teams. In the latter case we start with a technical audit: code condition, security, speed and documentation are reviewed — only then are terms and pricing agreed.
What it can include
What the service can include
We select what you actually need from this list — terms are built individually:
- 24/7 uptime monitoring
- Daily backups and restore capability
- Security updates and hardening
- Speed monitoring and optimisation
- Content changes (text, images, prices)
- Adding new pages or sections
- Bug fixes and incident resolution
- Domain and hosting management, SSL renewal
- Database cleanup and optimisation
- A monthly report of what was done and watched
Why you need it
What support protects you from
Most emergency spending goes on problems that could have been prevented.
Data is not lost
Regular backups are the cheapest insurance there is. After a server failure or accidental deletion the system is restored within hours.
Security stays controlled
Vulnerabilities in un-updated libraries are an open door. Updates are applied on a regular schedule.
Speed does not degrade
Over time images pile up and the database grows, and the site slows. That hits both conversion and Google rankings.
Content stays current
When a price, promotion or team member changes there is no waiting — we make the change within the agreed window.
You do not depend on one person
Even if the original developer leaves, the system is not orphaned: we hold the documentation and the team covers.
Who needs it
Who technical support is essential for
Any case where the website or system matters to the business.
- 01
Businesses selling through the site
A day of downtime on an online store or enquiry site is money lost directly.
- 02
Companies without an IT department
The website exists but nobody looks after it. Every issue means finding a new developer.
- 03
Users of internal systems
If a CRM, ERP or admin panel goes down, an entire department stops working.
- 04
Those whose developer left
Nobody knows who built the system and there is no documentation. We audit it and take over support.
- 05
Mobile app owners
iOS and Android update annually — without regular maintenance an app can be removed from the store.
- 06
Teams publishing regularly
News, projects and products are added constantly but nobody in-house does it.
Examples
Projects we support
Projects from clients who stayed with us after launch.
Service levels
Three levels of support
Pricing is calculated per system — below is how the levels differ from one another.
Basic
Monitoring and stability
Monthly terms
- 24/7 uptime monitoring
- Regular backups with restore capability
- Security updates and SSL renewal
- Hosting and domain technical matters
- Fixing minor errors
- An agreed monthly volume of content changes
- A monthly report
- Responses to requests during business hours
Sites and systems whose content changes rarely
Request a quoteExtended
Support plus development
Monthly terms
- Everything in Basic
- An agreed number of development hours per month
- Adding new pages, sections and features
- Regular speed measurement and optimisation
- Database cleanup and optimisation
- Analytics and conversion tracking setup
- Priority queue for your requests
- Quarterly technical audit and recommendations
Actively used sites, stores and internal systems
Request a quoteSLA
Guaranteed response times
Annual agreement
- Everything in Extended
- A written SLA with guaranteed response and resolution times
- Support outside business hours and at weekends
- Standby infrastructure and a rapid recovery plan
- Security audit and access rights control
- A dedicated technical manager
- Continuous monitoring of performance under load
Systems where downtime is expensive (stores, ERP, apps)
Request a quoteAn exact price is given after a free technical audit. The audit reviews your system's current condition, code quality, security posture and load — and the monthly terms follow from that. Agreements are usually monthly and end with a month's notice. Hosting and domain fees are paid to the provider directly.
Pricing factors
What affects the price
The quote is built from these factors — each is assessed during the audit.
- System type and size: a simple site, online store, ERP or mobile app
- Code condition: who built it, whether it is documented, how current the stack is
- Traffic and load: daily users and peak periods
- Number of integrations: payments, 1C, CRM, SMS, maps and others
- Frequency of content changes: how often and in what volume
- Development hours: whether new features are needed or support alone
- Response times: business hours or a 24/7 SLA
- Security requirements: personal, payment or medical data involved
- Infrastructure: cloud, your own server, or multiple environments (test/prod)
- Backup and recovery requirements: how quickly you must be restored
Process
How the engagement starts
From audit to agreement is usually a week.
- 012–5 days
Free technical audit
We review the system: code condition, security, speed, backups and documentation, and give you a list of what we found.
- 021–2 days
Agreeing terms
Based on the factors above we agree in writing what is covered and what response times apply. The exact monthly figure is given here.
- 033–7 days
Taking over the system
Access, code and documentation are handed over. Monitoring and backups are configured.
- 041–2 weeks
First fixes
The critical findings from the audit (security, missing backups, speed) are closed first.
- 05ongoing
Ongoing service
Monitoring, updates and work on requests. At the end of each month you receive a report of what was done.
FAQ
Frequently asked questions
Short answers to the questions we hear most about technical support.
Shall we review your system?
In a free technical audit we assess your site or system, show you the weak points and give an exact monthly quote. No obligation.