Support and Maintenance

Today’s savvy and picky consumer is able to quickly find your website and digital marketing presence to assess whether you’re a credible and worthy of their time and money. The last thing you want to do is lose conversions because of a broken or degraded website. By partnering with Spiral Scout, we guarantee to fix all bugs and issues free of charge for the first 60 days after release for any website or application we build.  If something goes wrong after that, all you will need to do is simply email our support system and we will get to work.

On-Going Technical Support.

Spiral Scout offers several categories of service and available options for levels of service within those categories. In order to provide your company with the most comprehensive and cost-effective package of service, we customize proposals based on your solution, business, budget and the amount of service you need within each category.

Categories of Support Service

Break-Fix

Break-Fix is work involved in supporting any web application code when a bug is identified that needs to be repaired and is outside of the 60 day warranty period. This may include, but is not limited to: visual presentation problems (layout and markup), interactivity problems (Javascript), logical and computational problems (Javascript and PHP), errors in data (database administration), and problems arising from differences between web browsers.

Incident Response

Incident Response is work involved in resolving a service outage, security breach, or similar problem impacting the underlying infrastructure that supports any web application including the servers, application services (database, web server and modules, etc), file storage, and domain name resolution (DNS). This work may include, but is not limited to: system administration, database administration, 3rd-party service administration, data recovery, and forensic analysis.

Proactive System Administration and Monitoring

Proactive Administration and Monitoring is work related to reducing the occurrence of impact of incidents requiring response. Through proactive administration of systems: backup strategies can be employed to improve the chance of data recovery during a data loss event, security patches can be applied on a regular basis to reduce the chance and impact of a security breach, and various techniques and strategies can be employed to increase resiliency and prevent potential problems based on the opportunities identified in monitoring. The establishment and maintenance of proactive monitoring will result in a shorter time between the occurrence of incident and the time at which it is identified, which may significantly reduce the total time the incident impacts visitors to your web site. Monitoring activities such as ping watchdogs, system health indicators, manual and automated system log review, and other monitoring techniques may be employed to find problems as soon as they arise and automatically notify the incident response team.

Proactive Quality Review and Reporting

Proactive quality reviews are regularly scheduled end-to-end for your entire website or application to find potential software bugs, performance issues, and opportunities for improvements on an on-going basis. The findings of these reviews will be provided in discussions or reports that you can review and make informed decisions regarding whether to take action and how best to do so. Proactive quality reviews are useful in finding bugs that result from changes in the web browser landscape; as new browser versions are released, new visual or behavioral problems that did not exist previously may arise. By proactively engaging in testing, there is a better chance of finding these and other problems before they become emergencies impacting the bottom-line of the business. Additionally, these end-to-end reviews are important to discover opportunities for improving the overall user experience and planning future upgrades to the application.

Levels of Technical Support

Here is a list of the levels of service available for the above 4 categories of work. Each level represents an additional commitment of resources, time, skills, and tools and is priced accordingly. Larger blocks of resource commitments provide predictability and increased engagement from a larger segment of our team, enabling Spiral Scout to offer discounts.

1. Break-Fix + Proactive System Administration and Monitoring

All break-fix services will entail the full suite of technical skills required to fix whichever issues have been prioritized. There is no difference in the quality or included scope with each level, only in available hours each month with which to address issues:


1. Level 1: 20 dedicated man-hours each month, on- and off-system monitoring *

2. Level 2: 12 dedicated man-hours each month, on- and off-system monitoring *

* IR1 below included


2. Incident Response (IR)

Incident Response is priced out by a commitment to the number of incidents we can respond to in the requisite time-frame per month and as designated as such in our issue tracking software. As this requires scheduling of resources for on-call response, we must charge for the commitment of capacity even if incidents do not arise. When the number of incidents exceeds the commitment of the level of service, additional incidents must be charged at an HOURLY rate per incident as seen below.

Definitions

Immediate: Response required within 4 hours

Urgent: Response required within 12 hours

High: Response required within 24 hours

Normal: Response required within 48 hours


1. Incidence Response (IR1) Level 1

Immediate Responses – 1/month, overages are charged separately

Urgent Responses – 2/month, overages are charged separately

High Responses – 3/month, overages are charged separately

Normal Responses – 4/month, overages are charged separately


2. Incidence Response (IR2) Level 2 –

Pricing includes the following:

Immediate Responses – 2/month, overages are charged separately

Urgent Responses – 3/month, overages are charged separately

High Responses – 5/month, overages are charged separately

Normal Responses – 6/month, overages are charged separately

3. Incidence Response (IR3) Level 3 –

Pricing includes the following:

Immediate Responses – 3/month, overages are charged separately

Urgent Responses – 4/month, overages are charged separately

High Responses – 8/month, overages are charged separately

Normal Responses – 10/month, overages are charged separately


Proactive Quality Review and Reporting

With any additional time that is left over each month, we will provide a proactive quality review and report back our findings to your team. Our Quality Assurance team will perform this.


Next Steps

If your business is interested in any of these services, please reach out to us below with details about your business and any questions you have about the levels of services in each category we offer. 

How Can We Help

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