Maintenance & support

Maintenance is not “fixing bugs”. It protects your investment: security, stability, performance, and controlled evolution. The goal is governed continuity — with clear responsibilities and explicit priorities.

Support levels (engagement logic)
These are not “packages”. Each level reflects a different operational responsibility based on your system.
Stability & security
For professional websites and non-critical services.
  • Hardened security and controlled updates
  • Restoration capability through verified backups
  • Stability preserved via targeted fixes
  • Scoped support with traceable requests
Continuous evolution
For production platforms with iterative delivery cycles.
  • Stabilized performance and reduced drift
  • Changes delivered in small, scoped increments
  • Improvements guided by usage and field feedback
  • Structured product prioritization (no infinite backlog)
Institutional SLA
For sensitive systems: availability, incidents, compliance, prioritization, and reporting under contractual guarantees.
  • Availability monitored and incidents detected
  • Contracted response times and escalation path
  • Controlled deployments and governed versioning
  • Regular reporting (incidents, actions, risks)
  • Enhanced traceability for audit and compliance
The right level is chosen based on criticality, business dependency, and risk tolerance — not a task checklist.
When this support is a fit / not a fit
A simple filter to avoid under-scoping and implicit expectations.
A fit if
  • The system is already in production
  • There is real business dependency (continuity required)
  • Availability requirements exist
  • Data is sensitive or regulated
  • Continuity and evolution are required
Not a fit if
  • The project is not stabilized
  • The product is still experimental
  • There is no business owner
  • Support is expected without governance
If the system is not stabilized, the priority is a diagnostic (scoping) before committing to support.
Responsibility model
Support is an accountability frame. It defines who decides, who executes, and how risks are managed.
Support relies on shared responsibility — explicitly defined.
What WebMG covers
  • Stabilization, security, and in-scope fixes
  • Monitoring and verification by service level
  • Incident handling: triage, mitigation, fix
  • Recommendations, risks, and action plan
What remains on the client side
  • Business arbitration and priority decisions
  • Functional validation (acceptance)
  • Access, accounts, internal compliance
  • Out-of-scope requests and unscoped changes
Prioritization & handling
Priorities are defined by impact (availability, security, data, operations) and criticality.
  • Incident: triage → mitigation → fix → post-mortem when needed
  • Change: scope → estimate → deployment window
  • Traceability: actions, residual risks, decisions
Goal: predictable, contractable operations — without permanent “urgent” requests driving the system.
Budget markers (indicative)
Amounts depend on scope, criticality, environments, and service level. The markers below do not replace a clarification of the support model.
Stability & security
Marker: from $150 / month
Continuous evolution
Marker: from $500 / month
Institutional SLA
Marker: from $1,500 / month
For application platforms or sensitive systems, SLA-backed support is typically required.
Sectors — key considerations
Hotels & tourism
Seasonality, traffic peaks, offer/destination pages, mobile performance.
NGOs
Data quality, donor exports, operational continuity.
Education
Admissions/exam periods, availability, user support.
Government
Traceability, compliance, security, audit, service requirements.
SMEs
Stability, security, cycle-based evolutions, controlled budget.
Recommendation
Even for a professional website, “Stability & security” reduces incidents and protects performance. For application platforms or sensitive systems, SLA-backed support is typically required.
Next step
Clarify the support model: scope, responsibilities, service levels.
Clarify the support model
Scope • responsibilities • service levels.
Discutons de votre besoin avec une approche d’ingénierie
Diagnostic, architecture, livraison par phases, et support long terme — conçu pour organisations exigeantes.
Demander un diagnostic
Éducation • ONG • Institutions • PME • Tourisme