What happens when something breaks.
Every build we ship includes 12 months of bug fixes, security patches and deployment support at no extra cost. After that, a Care Plan keeps the same team on call with the response times published below.
Coverage
Four levels of cover.
The first is included with every build we ship. The rest are monthly plans you can move between at any time.
Included warranty
Every build, for 12 months after launch
- First response
- 1 business day
- Restore target
- 2 business days
- Cover
- Sunday–Thursday, 9:00–18:00 GST
- Bug fixes for anything we built
- Security and dependency patches
- Deployment and hosting help
- Email support
Care Plan · Essential
Sites and apps with steady, predictable traffic
- First response
- 8 business hours
- Restore target
- 1 business day
- Cover
- Sunday–Thursday, 9:00–18:00 GST
- Everything in the included warranty
- Managed hosting and uptime monitoring
- Daily backups with tested restores
- Monthly health report
Care Plan · Growth
Products where downtime costs money
- First response
- 4 business hours
- Restore target
- Same business day
- Cover
- Sunday–Thursday, 8:00–20:00 GST
- Everything in Essential
- A monthly allowance of development hours
- Quarterly performance and SEO review
- Priority support channel
Care Plan · Scale
Business-critical platforms with a roadmap
- First response
- 1 hour, 24/7
- Restore target
- 4 hours
- Cover
- 24/7 for critical incidents
- Everything in Growth
- 24/7 on-call for severity-one incidents
- A larger monthly development allowance
- Named engineer and roadmap planning
Response targets are measured from when a ticket reaches our support channel, within the cover hours listed. Standard office hours are Sunday–Thursday, 9:00–18:00 GST.
Severity levels
How we decide what gets dropped for what.
| Level | Meaning | Example | What we do |
|---|---|---|---|
| Severity 1 | Down | The site or app is unreachable, checkout is failing, or data is at risk. | We start work immediately during covered hours and keep you updated until it is resolved. |
| Severity 2 | Degraded | A core feature is broken for some users, or performance has fallen sharply. | Triaged the same working day and scheduled ahead of other work. |
| Severity 3 | Minor | A cosmetic defect, a non-critical bug, or something confusing but workable. | Fixed in the next scheduled maintenance window. |
| Request | Change | A new feature, a content change or anything outside the original scope. | Quoted, or taken from your monthly development allowance on a Care Plan. |
Already live and unsupported?
We take on support for products we did not build, once we have reviewed the code and agreed what is realistic. Send us the repository and we will assess it.
- opsn@uaecsp.club
- Phone
- +971 50 505 0505
B.C. 1307567, Ajman Free Zone C1 Building, Ajman, United Arab Emirates
Sunday–Thursday, 9:00–18:00 GST. We reply within one business day.