Named response and resolution targets
Per severity, per tier, in the contract. Measured and reported, including the months we miss.
Service 06
Managed support and the pager
SLA-backed support for systems we built and systems we inherited, with the metrics published to you monthly.
Softrear provides SLA-backed managed support for production software, including 24/7 on-call where required, security patching, dependency upgrades and a monthly report of incidents, response times and cloud spend.
Who this is for
- You have a system in production and no one whose job it is at 2am.
- Your dependencies are two years behind and the upgrade keeps getting deferred.
- Your previous vendor finished the build and disappeared.
What you get
Deliverables, not adjectives.
A real rotation
Named engineers, documented escalation, tested handover. Not a shared inbox with an auto-reply.
Security and dependency hygiene
Continuous scanning, a patch window, and upgrades done in small increments so they never become a project.
Monthly report
Incidents, causes, fixes, response times, spend, and what we recommend next. Written for the person who has to justify the budget.
Improvement budget
A fixed share of every month goes to reducing the thing that woke us up most. Otherwise support becomes a treadmill.
How it runs
- Two-week onboarding: access, runbooks, dependency and risk audit
- Shadow period alongside your current arrangement
- Take the pager
- Monthly review, quarterly cost and roadmap review
Tools & standards
We choose per project and write down why. A stack chosen because it is what the last team knew is a stack nobody can defend at review.
Questions we get asked
Will you support software you did not build?
Yes, after an audit. Sometimes the audit concludes that supporting it as-is is not responsible, and we say so with the reasons and what it would take to change that.
What does 24/7 actually cost?
It depends on the severity tiers you genuinely need. Most clients need 24/7 for two or three failure modes and business hours for everything else, which is materially cheaper. We scope it that way by default.
The rest of the stack
01
Product design
Research, flows, a design system your engineers can actually build against — not a Figma file that dies at handover.
02Mobile
Flutter, React Native and native iOS/Android — shipped through the stores, instrumented, and supported after release.
03Backend & APIs
Domain modelling, event architecture, contract-tested APIs, and the unglamorous migration off the system you cannot turn off.
04Web frontend
Marketing sites, dashboards and customer portals built for Core Web Vitals, accessibility and the person maintaining it next year.
05Cloud & DevOps
Infrastructure as code, SLOs that mean something, a real on-call rotation, and a quarterly review of what it all costs.
Tell us what’s stuck.
A senior engineer reads every one of these. If we’re not the right fit we’ll say so, and point you at someone who is.
Start the conversation
No spam, no drip sequence. A senior engineer replies within one business day.