Software Maintenance and Support Services
Software maintenance and support services for a product already in production, with nobody in-house to answer for it: incidents taken within two business hours, fixes, updates and monitoring, under one guarantee. The product is watched day and night, kept current and improved every month, with every request and delivery visible in your portal. Code, accounts and documentation stay in your name.
What maintenance and support cover here
Software maintenance is usually sorted into four types, and the engagement covers all four for one product:
- Corrective: bugs fixed, from the ones monitoring catches to the ones your users report.
- Adaptive: dependencies, runtimes and third-party APIs kept current, security patches applied.
- Perfective: the small improvements users ask for, shipped within days; bigger ones priced before they start.
- Preventive: monitoring on every error, nightly backups with a rehearsed restore, a monthly review of what is drifting.
Support means a person who knows your code line by line answers when something is wrong, not a ticket queue. A defect in work we shipped is fixed at no charge, for as long as we run the product.
Taking over an application built by someone else
Outsourced software maintenance usually starts with a handover that never happens: the agency has moved on, the freelancer answers slower every month. Here the takeover starts with our code audit services: the whole codebase read in 48 hours, a written verdict, and a plan whose last chapter is the first month of maintenance.
Then the application moves into its own space, in your name: test and production environments, nightly backups, a restore rehearsed for real, access and accounts transferred to you. Documentation is written as the system is found out, so the next person starts from documents, not from whoever left.
Software maintenance with a guaranteed response time
The response time is written down and costs us something when missed: an incident is taken within two business hours, Monday to Friday, 9:00 to 18:00 Paris time, and owned until the fix is live and its cause written down. Miss that once, and the month's guarantee is free.
Outside those hours the machine watches. Errors reach it the second they fire; an AI agent diagnoses the bug and ships the fix, checked against the rules of your codebase, so most fixes are live before anyone could have reported them. A fix that needs human judgment comes to a person within two business hours, and you read the story in Friday's digest.
How pricing works
Most software maintenance and support services are priced by the hour, by a block of hours, or by a plan whose response time depends on the tier. Here the price is La Résidence: a guarantee plus the work, never hours.
The line that matters to a maintenance buyer is what counts as maintenance and what counts as new work. Here keeping the product running is the guarantee, with no line of it removable, and only the work on top varies: a request is priced before it starts, so the month never holds a surprise. The figures are in the pricing section below.
For startups and small companies with one product
Software maintenance for startups is a different purchase from an enterprise support desk. There is one product, no IT department, and the founder is the one who gets the call when it is down.
An app maintenance service for startups has to fit that: one person to write to, a response time the founder can hold them to, a monthly statement they can read, and a price that does not need a procurement team. It is not an L1 help desk with levels and escalation paths; it is the person who knows the code.
Who it is for, and who it is not for
For
- A company with a web application in production, built by an agency, a freelancer or a former team, with no developers left in-house.
- A startup after launch that needs the product kept running while it sells.
- Custom software a business depends on every day, whoever wrote it.
Not for
- IT support for computers, networks and office tools.
- Developers placed in your team, or hours sold by the day.
- Enterprise portfolios of dozens of applications with their own IT department.
- Self-service with nobody answering for production, each change asked of agents and priced on its own: that is ITzWorking Agents.
When senior technical direction is the need rather than keeping the product running, the same engagement is described for that buyer on Fractional CTO Services.
Questions companies ask
What is maintenance in software?
Everything that keeps software working after it ships: fixing defects, keeping its dependencies and environment current, improving it as needs change, and preventing failures through monitoring and backups.
What are the types of software maintenance?
Corrective, adaptive, perfective and preventive. Most providers list them; the question to ask is which ones the price covers, and what the response time is on the first.
What is the difference between maintenance and support?
Maintenance is the work on the software; support is the person you reach when something is wrong. Here both come from the same person, under the same guarantee.
How fast do you respond?
Within two business hours, Monday to Friday, 9:00 to 18:00 Paris time, with that month's guarantee free if we miss it once. Errors reach the machine day and night.
Do you maintain software you did not build?
Yes. The software maintenance and support services here start with the audit, and from then on the product is watched, backed up and fixed like one we built. The warranty applies to what we ship from that point.
Is there a minimum?
La Résidence is a twelve-month engagement, billed monthly. Seats are capped so the guarantee stays real; when they are full, the audit still runs and the next free seat is offered in order.
What La Résidence costs
A guarantee plus the work, never hours.
- The guarantee, €1,200 a month: incidents taken within two business hours, Monday to Friday, 9:00 to 18:00 Paris time. Miss one, and that month's guarantee is free.
- The work: at least 5,000 credits a month, each request priced in credits before it starts.
- From €3,975 a month in total, on a twelve-month engagement billed monthly.
- It starts with the audit: €2,000, the whole codebase read in 48 hours, credited against your first month.
Seats are capped. When they are full, the audit still runs, the verdict is still yours, and the next free seat is offered in order.
What you see every month
- A short digest every Friday: what was caught, what was patched, what went live.
- A guided video tour at the end of every sprint.
- A written monthly statement, itemized line by line, so a quiet month is proven rather than taken on faith.
- Living documentation: how the system works, how to run it, what to do when it breaks, who owns what, kept in step with the code and yours from day one.
- The portal: what is live, what is being built, what waits on your decision.
How we work together
- The audit first: you connect the repository, and the code and the infrastructure are read end to end, with a written verdict and a plan.
- The debrief: one hour on the verdict, the plan on the table, your questions answered.
- Monitoring, backups and access set up in your name, then a monthly rhythm of fixes and improvements.
- Every piece of work priced before it starts, and visible while it runs.
Who answers for it
Julien Casse, founder of ITzWorking. Shipping software since 2010: fintech in Luxembourg, then co-founder and CTO of kodehyve, from sole developer to a team of twenty.
He reads the code himself and makes the calls the model cannot. The client list is short on purpose: one named person answers for your product. Read more about the founder
Software Maintenance and Support Services