Support that fixes causes, not just tickets
Ongoing support for the systems I build and the ones you already run, with defined response times and a single channel.
| Priority | Definition | Response | Target resolution |
|---|---|---|---|
| Critical | Service down or data at risk | 30 minutes | Same day |
| High | Major function impaired | 2 hours | 1 business day |
| Standard | Single user or minor fault | 1 business day | 3 business days |
| Scheduled | Change or improvement request | Next planning cycle | Agreed in advance |
Inside the build
Every month you get a report showing what broke, why it broke and what was changed so that it stops. Closing tickets quickly is easy. Making the same ticket stop arriving is the actual work.
- Known response times — Priority-based targets agreed in writing before the retainer starts.
- One channel — No chasing a vendor who is chasing another vendor on your behalf.
- Root-cause work — Recurring tickets get fixed at the source rather than restarted weekly.
- Proactive maintenance — Patching, certificates, storage and capacity reviewed on a calendar.
| Priority | Definition | Response | Target resolution |
|---|---|---|---|
| Critical | Service down or data at risk | 30 minutes | Same day |
| High | Major function impaired | 2 hours | 1 business day |
| Standard | Single user or minor fault | 1 business day | 3 business days |
| Scheduled | Change or improvement request | Next planning cycle | Agreed in advance |
What is included
Everything here is delivered, documented and handed over. Nothing is left depending on my availability.
Tiered SLAs
Defined response and resolution targets by priority, reported against monthly.
Ticketing
Priority, ownership and full audit history on every request.
Remote and on-site
Remote support everywhere, on-site available across Lahore.
Scheduled maintenance
Patching and updates in agreed windows rather than at random.
Root-cause analysis
The six issues generating most of your volume, identified and removed.
Living documentation
Runbooks updated as systems change, not written once and abandoned.
What companies describe, and what gets built
Left is the symptom as it is usually reported. Right is the actual fix.
The same issue is reported every month.
Root-cause analysis and a permanent fix instead of another restart and another ticket.
Nobody knows who to contact when something breaks.
One channel, one owner and a published escalation path with names on it.
Support only exists during office hours.
Extended and after-hours cover available for operations that run beyond them.
The path one item takes
Every stage is logged, and every failure has a defined destination.
Where this lands hardest
Technologies used
Measured before and after, by the client
Placeholder figures. Replace with your own verified numbers before launch.
Frequently asked
About Technical Support specifically.
Critical issues within thirty minutes during cover hours, high priority within two hours, standard within one business day. These are written into the agreement, not implied.
Yes, after a short discovery phase to document what exists. Supporting an undocumented system is how the same problem recurs.
Three months, so there is time to move from reactive fixes to prevention. The value of this service shows in month two or three.
New feature development and major projects are quoted separately. The retainer covers keeping what exists working, and improving it.
Related services
Rarely bought alone.
Tell me what is taking too long
Thirty minutes, no pitch. If automation is the wrong answer for your situation, you will hear that on the call.
Reply within one business day · NDA before any system detail is discussed