Software Maintenance & Support
We look after software once it is live: monitoring, incident response, scheduled security updates and small changes, plus a yearly review of which parts are ageing so upgrades can be planned ahead.
Maintenance and support means looking after a system once it is live: watching it, fixing what breaks, keeping its dependencies patched and making the small changes the business asks for. We support systems we built and systems built by other vendors.
The same MERCIL team has built and developed Biddee's real-time auction marketplace for three years, adding features such as a top-bidder chart and coupons along the way.
Is this the right fit?
You may need this if
The original developers have moved on
Nobody on your team or at the old vendor understands the system well enough to change it.
Users report failures before anyone else
With no monitoring, the first sign of a failure is a call from someone who cannot work.
Security patches keep getting postponed
Updates wait because nobody is confident a deploy will go cleanly, so known vulnerabilities pile up.
Small changes take months
Minor requests sit in a queue behind a vendor busy with newer projects.
What we deliver
Monitoring and alerting
Errors, response times, disk, queues and stalled business events, with alerts that reach a named person.
Incident response
Response targets by severity, an escalation path and a review after each serious incident.
Security patching and backups
Dependency and platform updates on a fixed schedule, and test restores of backups with the recovery time measured.
Work on repeat problems
Part of each month set aside to fix the causes of the most frequent repeat tickets.
Small enhancements
Minor changes to screens, reports and business rules so the system keeps up with how the organisation works.
How we work
Every engagement runs through the same six-stage fitting process, from the first consultation to long-term care. The stages stay in the same order; how deep each one goes depends on the project.
See the full fitting process- ConsultationDiscover
- MeasureAnalyze and architect
- PatternDesign
- FittingBuild with you
- FinishingHarden and launch
- AftercareMaintain and support
How a support arrangement starts and runs
When we take over a system, the first weeks go on an audit of the code, deployment path, dependencies, backups and monitoring. Monitoring is often missing on systems we inherit, so it is usually the first thing we add, and it means we hear about an overnight failure before your staff find it.
Next we agree the scope in writing: the systems and environments covered, coverage hours, response targets for each severity, and what counts as an enhancement. Unpatched dependencies and exposed secrets are cleared early because they are common and easy to exploit.
After that, a fixed share of each month goes to the causes of repeat tickets, such as an integration that fails every month-end or a screen that confuses each new user, so that ticket volume can come down over time. Every quarter we review incidents, changes and system health with you.
Organizations we work with
Engagements span build, integration and long-term support. Named with permission; clients under NDA are not listed.
Related services
- Application Modernization: when the system is too fragile to support economically.
- DevOps & CI/CD: when releases are slow and risky.
- Dedicated Development Team: when you need steady new development more than upkeep.
- Application Security or Vulnerability Assessment & Penetration Testing: when security is the main concern.
Frequently asked questions
How much does software maintenance and support cost?
Support is priced by coverage hours, response targets for each severity, the size and condition of the system, and how much enhancement work is included each month. We give a written estimate after a short scoping call, or price against the TOR for public-sector MA contracts.
Can you support a system you did not build?
Yes. We audit the code, deployment path, dependencies, backups and monitoring, and report what we find before taking responsibility. The first weeks are slower while we learn the system, and that time is in the estimate. If it needs stabilising before routine support, we plan that first.
What response times do you commit to?
We set them by severity and business impact, so a payment path that is down gets a faster response than a slow report. We only commit to response times we can staff within the coverage hours you choose, and the targets are written into the contract.
What does a maintenance (MA) contract include?
Typically monitoring, incident response, scheduled security patching, backup restore tests, an agreed amount of small changes each month, and regular reports on incidents, changes and system health. The exact scope depends on how much daily operations rely on the system and what your own IT team already handles.
Can we reduce or end the support contract?
Yes, with a notice period agreed at the start. If the system needs less support than the contract covers, we propose a smaller arrangement at the quarterly review. Documentation and infrastructure-as-code are kept current, so another vendor or your own team can take the system over.
Next step
Start with a conversation
Tell us about the problem you are trying to solve. A senior person reads every inquiry and replies with our view of fit, scope and cost, including when another option would suit you better.