Support & Maintenance06 / 10
A monthly bucket of hours for the systems you already run: fixes, updates, releases and monitoring, delivered against written response and resolution targets.
When to call us
Nothing has to be wrong with the build. The world it runs in changes every month.
iOS and Android releases change how existing features behave.
Compatibility fixes and store releases on schedule.
A provider retires the API version your integration uses.
Integrations updated and retested before the deadline.
Certificates expire and dependencies publish security patches.
Renewals and patches applied, tested and released.
Data grows and pages that were fast get slow.
Queries, indexes and caching tuned on the live system.
Service levels
From the Auvorent Service Level Agreement. Choose a severity to see how quickly a qualified person responds and when a fix or workaround is due.
Production down, a core business function unavailable for all users, or a confirmed security incident, with no workaround.
Availability
99.5%
At most 3 h 36 min of unplanned downtime in a 30-day month.
Monthly availability for production systems Auvorent hosts or operates, excluding agreed exclusions and notified maintenance.
Business hours are 9:00 to 18:00 US Eastern, Monday to Friday. Extended or 24×7 coverage applies when your SOW includes it.
Support plans
Every plan carries the SLA's P1 to P4 response targets. What changes is how many hours your product gets each month and how often it ships.
20 hours a month
Keep the lights on
For a stable product that needs fixes, updates and the occasional release.
$600
Per month
You receiveA maintained product and a monthly report
Includes
Recommended
35 hours a month
Look after a live product
For a product with active users, regular fixes and monthly maintenance releases.
$1,050
Per month
You receiveMonitored product, monthly release
Everything in Essential, plus
70 hours a month
Support a busy platform
For platforms with several integrations, frequent changes and more users to keep happy.
$2,100
Per month
You receiveFortnightly releases and health checks
Everything in Standard, plus
160 hours a month
A named engineer
For products that need someone who knows them inside out, every working day.
$4,800
Per month
You receiveA dedicated engineer for your product
Everything in Priority, plus
One-time onboarding for products we didn't build, and cover beyond business hours.
Plans are billed monthly in advance. Hours are calculated at $30 an hour and pooled across the team; rollover terms are set in your Statement of Work. Coverage is business hours unless your SOW adds extended or 24×7 cover. New features are estimated separately as change requests.
Scope
How it runs
Every step ends with something you can review, keep and use.
01
Access to code, environments, store accounts and documentation; a health check of the live system.
You getOnboarding report
02
Issues come in through the channel named in your SOW, with a proposed severity.
You getLogged ticket
03
A qualified person acknowledges within the target for that severity and starts work.
You getTriage and plan
04
The fix is built, tested and released, or a workaround restores service first.
You getMaintenance release
05
Hours by role and every ticket handled, reported monthly against the bucket.
You getMonthly support report
Low Cost Leadership
$30per hourfor work outside a package
Need a bucket that isn't one of the four plans? Set any number of hours; every hour is $30, billed monthly in advance.
Our own operations run on AI
Research, documentation, test generation, reporting and handovers run on AI-assisted workflows inside Auvorent, reviewed by people. That overhead never reaches your invoice.
In-house, not resold
Every service on this site is delivered by the Auvorent team. No subcontracting margin sits between you and the work.
Hours you can see
Time is logged by role and reported monthly, so you can see where every hour went and what it produced.
Support & Maintenance
Estimated monthly fee: $1,050a month
One bucket for the whole team: whichever discipline the month needs draws from it.
Request a formal quote with this estimateEstimates on this site are a starting point, not a quote. Scope, hours and price are agreed in your Statement of Work.
Questions
Yes. Onboarding starts with a health check of the code and infrastructure, so we know what we are taking on and can flag risks before the first ticket.
Time any assigned person spends on your system's support: investigation, fixes, testing, releases, DevOps work and coordination.
Rollover terms are set in your Statement of Work.
No. Every plan carries the same P1 to P4 response and resolution targets from the SLA. Larger plans add hours, monitoring, release cadence and a named engineer.
Standard support runs during business hours. Extended or 24×7 coverage is available when it is written into your SOW.
The SLA sets service credits as a percentage of that month's support fee when a service level is missed.
Through the support channel named in your SOW, such as a ticketing system or a dedicated support email, with a description, steps to reproduce and a proposed severity.
Next step
What happens next
Prefer email? clientsuccess@auvorent.com