Continuous monitoring of critical systems for uptime, performance and early detection, so we find the problem before your users report it.
Launch day isn't
the finish line.
Software doesn't stand still, and neither should the team behind it. RAD Aftercare keeps what we built for you monitored, patched, measured and moving, under a service level agreement you can hold us to.
- 1 hr
- Response on P1 issues, in working hours
- 30 min
- Notification window for system downtime
- 9–5
- Mon–Fri cover, with daily monitoring
- 1 ×
- Named aftercare engineer on your account
Written into the SLA
To be supplied
Aftercare in ninety seconds - what we monitor, what we fix, and who you'll be talking to.
01 - What's included
Four things you get from month one.
Every aftercare agreement starts from the same base: continuous monitoring, a real place to raise issues, monthly evidence that the system is healthy, and a person whose job is your outcome - not your ticket queue.
A dedicated support portal where your team raises issues and requests, and watches resolution progress in the open. No chasing over email.
System health, issues resolved, and concrete recommendations for optimisation, written for the person who signs off the budget.
A named client success manager who checks in on a rhythm, picks up concerns early, and makes sure you are getting the value you are paying for.
02 - Models
Four ways to keep us close.
Support only, support plus a pot of development days, a dedicated team embedded in your workflow, or a custom agreement shaped around your needs. Pricing is scoped to your system's complexity - we'll quote it on the call, and every model can be taken on an annual licence at a discount.
Model 01
Retainer-based support
A fixed monthly fee for ongoing support and issue resolution. The steady state.
- Bugs resolved as they arise, to SLA
- Monthly reports on system health
- Support portal and named engineer
Model 02
Most chosenRetainer + active development
Everything above, plus allocated development days for enhancements and updates.
- All support-model benefits included
- Room for new features and client feedback
- Dev days discounted against project rates
- Day count tailored to anticipated need
Model 03
Full-time development team
A dedicated team for continuous development, integrated into how you already work.
- Built for broad, ongoing scope
- Scales as the product does
- Can operate under your brand
Model 04
Custom
A considered combination of support, development and team capacity shaped around your platform.
- Any combination of the three models
- Scope shaped around your priorities
- A clear agreement without unnecessary extras
03 - Service levels
Priorities, in writing.
RAD will use reasonable endeavours to fix or provide a workaround to any service-related problem that affects the functionality, performance or availability of your software. The service criteria below are guidelines, as the fault rectification period is determined by the nature of the fault itself.
FaultDefinitionExampleAcknowledgementProgress updates
P1Critical - immediate attentionA server is down and users cannot access the application. All critical functionality is unavailable.AcknowledgedWithin 1 hourUpdatesWithin 24 hours, worked continuously
P2High - urgent, limited impactUpload or share is broken, affecting some users ability to post.AcknowledgedWithin 3 hoursUpdatesEvery 5 hours
P3Medium - functional degradationThe file upload feature is slow, but users are still able to upload files.AcknowledgedWithin 1 business dayUpdatesEvery 24 hours
P4/5Low - minor bugs or enhancementsA button label is misaligned on some screen sizes.AcknowledgedWithin 1 business dayUpdatesUsual sprint cycles
Client perspectives
Good support should feel quiet.
01 / 03
The strongest part of Aftercare is knowing there is always a clear next step when something changes.
04 - FAQ
The useful answers.
A few things worth knowing before we talk.
Aftercare covers the ongoing reliability, security and performance of client platforms after delivery. That includes monitoring, ticket triage, preventative maintenance, reporting and minor improvements.
Yes. We can onboard and support platforms built by other teams, provided we can access the relevant environments, documentation and monitoring systems.
P1 issues are acknowledged within one hour during UK business hours. P2 issues are acknowledged within three hours, with lower priorities handled within one business day.
Major feature development outside an active development retainer and third-party application support are outside the standard scope unless separately agreed.
Yes. You receive a support portal, a named engineer, real-time dashboard access where applicable and monthly reports covering uptime, tickets, performance and security.
Send us a few details about your platform and where you need help. We reply within one working day, then use a thirty-minute call to understand the right model.
Keep the good thing going.
Tell us where your platform is today, and where you need it to go next. We'll bring the right people and a clear recommendation.
- 01
You send the details
A few lines about your platform, team and what needs attention.
- 02
We reply within one working day
No vague handoff. A real person will get back to you.
- 03
Thirty-minute scoping call
We understand the system, the risks and the right model.