The product is live and needs support
The first version is working, while feedback and new tasks emerge. We continue in the agreed format.
Development
Technical support and ongoing development
We continue working on the product after launch: fixing problems, updating it and adding the features needed. We agree the request process, priorities and scope in advance.
What technical support means at Eqvola
A product continues to evolve after launch: processes, third-party services, security requirements and user expectations change. Support helps a website, application or internal system keep doing its job.
We agree the rules at the start: how you submit requests, how we determine their urgency and who accepts the results. We distinguish errors in agreed features from new requests, so it is clear what falls within the current scope.
We support products built by us and by other teams. In the latter case, we first review the code, access and system condition.
Response times and responsibilities are recorded in our agreement. We do not promise round-the-clock support without a separate arrangement. Support for automation workflows and integrations between services is a separate automation service.
When you need this service
You do not have in-house developers
Employing a technical specialist full-time may not be practical, but changes are needed regularly. We handle requests and planned updates.
The previous team is no longer available
The product has been left without support. We begin by reviewing the code and access, then agree how to work together.
Changes are accumulating on a long list
Requests from the team and users are not being implemented. We help set priorities and plan development in stages.
Third-party services and components are changing
Updates to platforms, libraries or connected services can disrupt the product. We monitor the necessary updates within the agreed scope.
You may need something else
Need support for automation workflows and integrations? → Automation support
Does the product need major changes rather than ongoing support? → Product improvements and modernisation
What technical support includes
Requests and fixes
- receiving requests through the agreed process;
- determining urgency and priority;
- identifying causes and fixing errors in agreed features;
- checking that everything works after a fix.
Technical condition
- updating components, libraries and dependencies;
- backups according to the agreed process;
- managing access and accounts;
- responding to changes in connected services.
Product development
- estimating new requests before implementation;
- planning changes in stages;
- new features, screens and integrations;
- updating documentation after changes.
HOW WE WORK
How the work progresses
You set priorities and appoint a responsible person; we handle requests, updates and development under the agreed rules.
- 01
Getting to know the product
We review the code, environment, access and known issues. For a product built by another team, this is a separate introductory phase.
- 02
Agreeing the rules
We define the request channel, urgency levels, acceptance process and scope. The result is clear support terms.
- 03
Ongoing work
We process requests, make fixes and carry out planned updates. New requests are estimated and agreed first.
- 04
Regular review
Together, we review completed tasks, the product's condition and the change list. We adjust priorities and the development plan.
What you receive
Agreed support terms
The request process, priorities, response times and scope boundaries are recorded in the agreement.
Fixes and updates
Completed work, with checks that the product functions after changes.
A change history
A record of completed work and updates, showing what changed and when.
A development plan
A prioritised list of new features, estimated before implementation.
What we need from you
- access to code, servers and connected services;
- existing documentation and descriptions of known issues;
- a responsible person for requests and approvals;
- a list of critical functions whose failures need to be addressed first;
- timely decisions on new tasks and priorities.
We define together what counts as urgent before support begins.
What determines the cost
Ways to work together
Ongoing support. An agreed scope of requests, updates and work for a defined period.
Individual tasks. Fixes or new features, with each task estimated before work begins.
What determines the cost
- the product's complexity and the condition of its code;
- the number of requests and planned updates;
- the response time required;
- the scope of new features and changes.
What is paid for separately
- hosting, server resources and licences;
- paid third-party services;
- major improvements outside the agreed scope.
FAQ
Questions about technical support
Can’t find your question?
Send it through the form and we will reply.
Go to formDo you support products you did not build?
Yes. We first review the code, access, documentation and system condition. If we identify serious issues, we propose addressing them in a separate improvement phase.
How quickly do you respond to requests?
Response times depend on the urgency of the issue and the agreed support format. We record them in the agreement. We do not promise round-the-clock responses without a separate arrangement.
How is a fix different from a new feature?
A fix concerns something already included in the agreed scope that is not working correctly. A new feature changes or extends the product. We estimate and agree it separately first.
Can we request only individual tasks?
Yes. We estimate each task before carrying it out. For products essential to daily work, an ongoing arrangement is usually more convenient.
Do you support automations and integrations?
This is a separate automation service covering workflows and data exchange between services. Where the product and integrations are connected, we agree who is responsible for what. All questions and answers
YOUR NEXT STEP
Let’s discuss your task
Tell us what you have, what is not working and what result you expect. We will review your enquiry, clarify the details and suggest the next step.