Service area
Technical Support
Software launches are beginnings, not endpoints. Security patches, dependency updates and the small improvements that accumulate over time should not compete indefinitely with your core business for attention. We handle them for you.
From £35/hour ad-hoc · retainers from £300/month
Discuss support optionsWhy ongoing support matters
The software ecosystem does not stand still. Runtime versions are deprecated, third-party APIs change their schemas, dependencies receive security advisories, and app stores introduce new compliance requirements. Without active maintenance, a working system becomes a fragile one inside 12–18 months.
HILLMAY SOFT offers structured support — transparent, predictably priced, and scoped so that minor improvements do not become large unplanned projects without your knowledge.
What support covers
Defect resolution
Bugs in delivered scope identified after go-live — triaged, prioritised and fixed. Minor defects addressed within the retainer; larger issues scoped and quoted separately.
Security & dependency updates
Runtime upgrades (Node, .NET, Python, Flutter SDKs), library patches and OS compatibility updates — tested before applying to production.
Hosting & infrastructure health
SSL certificate monitoring, uptime checks, database backup verification, and guidance when your cloud provider changes pricing or deprecates a service.
Small configuration changes
Tweaks to copy, labels, email templates, report formats, access control rules — changes that take minutes to implement and do not require a full feature scope.
Staff onboarding & training
Refresher sessions for new team members, updated how-to guides and short video walkthroughs of the sections they actually use.
Vendor API maintenance
When Xero, Shopify or another integrated platform changes their API, we test the impact and update integration code before your data sync breaks.
Support formats
Pay-as-you-go
£35–£55/hour depending on complexity. Minimum billing increment agreed upfront (typically 30 minutes). Invoiced monthly. Suitable for occasional fixes or small projects without predictable volume.
Monthly retainer
Blocks of hours per month at a reduced rate. Unused hours do not roll over but the retainer guarantees capacity and faster response than ad-hoc. Retainers start from £300/month for 10 hours. Reviewed quarterly.
Post-launch warranty
All HILLMAY SOFT-delivered projects include a 30-day warranty period covering in-scope defects at no additional charge. This is a contractual commitment, not a courtesy.
Response targets
| Severity | Definition | Target response |
|---|---|---|
| Critical | System down or data loss in progress | Same UK business day |
| High | Major feature broken, workaround exists | Next UK business day |
| Medium | Partial feature degraded, low user impact | Within 3 business days |
| Low | Minor UX issue, cosmetic, configuration request | Within 5 business days |
Response targets apply during UK business hours (09:00–17:30 Mon–Fri excluding public holidays). Out-of-hours emergency arrangements are available on higher-tier retainers — ask us for details.
Can you support software we did not build?
Yes, in many cases. We can take on maintenance of third-party codebases if they use technologies within our stack (TypeScript, React, Next.js, .NET, Python, Flutter, Node.js). The process is:
- Code review and audit to understand the existing state and identify risks.
- Documentation pass — we write what is missing before touching anything.
- Agree a baseline: what is "as built" versus what is a new feature request.
- Commence support under standard retainer or ad-hoc terms.
Code audits are charged at our standard rate and credited against the first support invoice if you proceed. Contact us with details of the stack and approximate codebase size.
Let's agree a support arrangement that fits
Tell us what you have, how it is hosted, and how critical it is to your operations.
Get a support quote