Support Services

Protecting Your Investment After Go-Live

Launching a new system is only half the story. Without proper ongoing support, even the best-built software can degrade over time — security vulnerabilities emerge, dependencies fall out of date, and small issues compound into costly outages. At Dev Team Solutions, we treat support and maintenance as a core discipline, not an afterthought.

Based in Dolgellau, Gwynedd, our UK-based support team brings over 25 years of hands-on experience maintaining business-critical systems for organisations including Network Rail and RNIB. We understand that downtime is not an abstract concept — it has a direct impact on revenue, reputation, and the people who rely on your services every day.

What Our Support Services Cover

Our support agreements are built around your specific requirements, not a rigid one-size-fits-all template. Depending on the nature of your systems and the level of cover you need, our services typically include:

• System monitoring and alerting — Round-the-clock monitoring of your applications, servers, and databases, with automated alerts so we can respond to issues before your users even notice.
• Security patching and updates — Regular application of security patches across your software stack, from operating system updates to framework-level fixes, keeping your systems protected against known threats.
• Performance tuning — Ongoing analysis of database queries, application response times, and server resource utilisation to ensure your systems continue to perform as your data and user base grow.
• Helpdesk and ticket management — A structured ticketing system for logging, tracking, and resolving issues, giving your team full visibility of progress at every stage.
• Backup verification and disaster recovery testing — Regular checks to confirm that your backups are complete, restorable, and aligned with your recovery objectives.

SLA-Backed Response Times

Every support contract we offer is underpinned by a formal Service Level Agreement. We define clear response and resolution targets for different severity levels, so you always know what to expect when you raise an issue.

Our typical SLA tiers include:

• Critical — System down or major functionality unavailable. Response within one hour.
• High — Significant degradation affecting multiple users. Response within four hours.
• Medium — Non-urgent issues affecting a limited number of users. Response within one business day.
• Low — Minor queries, cosmetic issues, or general requests. Response within two business days.

These targets are tracked and reported on regularly, so there is full accountability on both sides.

Proactive, Not Reactive

Too many support providers wait for something to break before they act. We take a different approach. Through continuous monitoring with tools like Azure Monitor and regular health checks across IIS, Windows Server, and SQL Server environments, we identify potential problems early and address them during planned maintenance windows rather than in the middle of a crisis.

This proactive stance means fewer emergency calls, less unplanned downtime, and a longer effective lifespan for your technology investment.

A Team You Can Talk To

We are not a faceless outsourced helpdesk. When you contact Dev Team Solutions for support, you speak directly to the engineers who know your systems inside and out. That continuity makes a real difference — faster diagnosis, fewer repeated explanations, and a level of care that comes from genuine ownership of the work.

Whether you need full managed support or a lighter-touch arrangement to supplement your internal team, we will put together a package that fits your organisation and your budget. Get in touch to discuss how we can help keep your systems running at their best.