Software Support & Maintenance That Doesn't Stop After Launch

We track uptime, error rates and how real users interact with the product, so problems get caught before they turn into incidents.

Every sprint starts with a short review of what changed in production since the last one, so priorities come from real usage.

That review is also where we flag drift: dependencies going out of date, traffic patterns shifting, anything that turns into a bigger problem if it sits unattended for another sprint.

Not every alert becomes a ticket: the review decides what needs fixing this sprint and what can wait, so the backlog reflects real risk instead of every notification that fired.

Fixes and improvements ship on the same two-week cadence we use for new development. It's the model behind Zeronest's 38 sprints, running from sprint 19 in May 2025 to sprint 56 in July 2026.

Each sprint ends with a working, deployed change, the same rhythm a new-build client would see from us.

Small requests do not wait for a quarterly roadmap meeting; they go into the next available sprint alongside whatever else is already queued.

Bigger requests get scoped and estimated the same way a new feature would be, so you know the cost before it starts.

When something breaks in production, the team that knows the code responds, backed by an SLA or a support agreement set to your priorities.

That includes the infrastructure underneath the application - servers, deployments and monitoring, the same cloud infrastructure we provision for new builds.

Response Times & Escalation

We set response times and escalation rules upfront, in writing, so nobody is guessing who to call at 2am when something goes down. A typical agreement sets three priority tiers: critical issues affecting production jump the queue, standard bugs get scheduled into the next sprint, and low-priority requests get batched with other work. The exact response-time target for each tier is set in the agreement itself, not on this page, since it varies by client and workload. If an issue turns out to be bigger than a tier suggested when it was logged, we re-triage it in the same sprint rather than waiting for the next one.

After An Incident

After an incident closes, we write up what happened and what changes, so the same failure does not repeat itself next quarter. We also run a short post-incident check the following sprint, to confirm the fix is holding up under real production traffic.

Taking Over An Existing Product

When we take over a product someone else built, the first sprint is an audit, not a rewrite. We map the infrastructure, check deployment pipelines and access, and fix anything already fragile before it becomes an incident on our watch. That audit also tells us which parts of the system need closer monitoring going forward, so the response plan reflects the product as it actually is, not as the original documentation describes it.